Performing a Refund

Should a customer require a refund for a card transaction, you are easily able to process this from your Worldpay terminal.

The steps required to process a refund from your Worldpay terminal are listed below.

For each of the following steps the corresponding screens your terminal will display at each stage of the process can be viewed at the bottom of the page.

1) From the READY screen press the MENU button.

2) This will display the Transaction menu. Using your terminal’s arrow keys select “Refund” and press the green ENTER button.

3) When prompted, key in the refund amount and press the green ENTER button.

4) Insert, swipe or, for contactless refunds, present the customer’s card.

Did you know...

If your terminal is Contactless enabled you can process refunds by presenting a Contactless card or any Apple or Android pay enabled device when prompted.

5) Your terminal will then prompt you to enter your 4-digit supervisor code. Key in your code and then press the green ENTER button.

6) Your terminal will now connect for authorisation. If authorisation is given, your merchant receipt will print, please retain this for your records.
Tear off the merchant receipt and press the green ENTER button.

7) For chip & PIN transactions, you will now be prompted to remove the card and return it to the cardholder.

8) The merchant receipt should be signed by yourself and the cardholder. Your terminal will prompt you to check the cardholder signature, press the green ENTER button to continue if correct. If the signature is incorrect press the yellow CLEAR button.

9) Once the signature is confirmed the cardholder receipt will be printed, tear this off and present to the customer. Once done, press the green ENTER to complete the refund and return to the READY screen. The refund is now complete.

Should you require to reprint the cardholder receipt press the MENU button instead of ENTER and a new receipt will be issued. 

When Reconciling...

Your refunds totals will be displayed separately on your Reconciliation report. You can also see a full breakdown of your refunds, as well as all other transaction types, by logging in to My Business Dashboard.

Duplicate Receipt

If for any reason you require to reprint receipts after both the customer and merchant receipts have been printed you can do this by following the below flow:

1) From the READY screen press the MENU button.

2) Using your terminal’s arrow keys scroll down, select “Duplicate Receipt” and then press the green ENTER button.

Contact us

If you can't find what you're looking for, please contact a member of our UK Customer Support team.

0345 761 62 63