How do I refund a terminal payment?

If you are using the Smarthotel payment provider Adyen, this is how you refund a payment.

Please note that a refund is only possible when you have enough funds in your account at the moment of the refund!

If you want to do a refund for an online payment, see How do I refund an online payment?

There are 3 ways to do a refund for an online payment:

Refund directly on the payment terminal
Refund any payment via the Adyen Essentials portal
Refund without reference to an existing payment (not recommended)

Refund directly on the payment terminal

If refunds is enabled, you can open the transactions menu on the terminal to refund a transaction. On the terminal go to:

Go to Transactions > History
Click on the transaction which you want to refund
Click on the refund button

Only the most recent transactions are available on the terminal to refund. If you do not see the transaction, please use any of the following refund methods.

Refund any payment via the Adyen Essentials portal

You can also process the refund in your Adyen Account. This method will allow you to do partial amounts if needed.

Log in to your Adyen Customer Area in the Adyen portal
Go to Payments and select the PSP or Merchant reference of the payment that you want to refund. This opens the Payment Details page.
Select Refund at the top and then scroll down to Refund Payment
Confirm the details of the refund:
- Amount: The amount you want to refund. This must be either the same or, in case of a partial refund, less than the captured amount.
- Reference: Your reference for the refund request.
Select the Refund this payment checkbox, then select the Refund payment button in the lower right corner of the page.
After 5 minutes check if the refund has been accepted in OPS. If not, you most likely do not have enough funds in your account. Pleas try again when you do have enough funds in your account.

Payouts for refunds will take place on the usual Payout days

Refund without reference to an existing payment

So called 'unreferenced refunds' can be done, if this option is activated for your payment terminals. This option allows you to return any amount to any card presented to the payment terminal. But you need to manually reconcile those refunds.

We highly recommend not to activate 'unreferenced refunds', as it increases the risk of fraud. Any employee in your organization would then be able to refund money to their own card, as refunds can be made without a reference to the original payment.

If you however do have this feature enabled on your terminals, you can do a refund as follows:

Go to Transactions > Refund
Enter the amount
Click Refund