TABLE OF CONTENTS

Symptom: Customer is needing to issue a refund for a transaction.

Step 1: Determine if customer has card information

  • Customer has credit card information or customer is right in front of them
  • Customer does not have information


Customer has the credit card information at this time.

Issue Credit

  • Admin Main menu
  • Choose Misc. Credit Card Ops
  • Click on "Issue Credit"
  • Enter amount of credit
    • MSR (side-swipe)
      • Click on Manual entry
      • Enter the card information
      • Click Process
    • Europay, Mastercard, and Visa
      • Manually enter the card number on the pax machine and press the green enter 
      • Manually enter the expiration date and press the green enter
      • Press the green enter for every prompt after.
  • Click "Done"

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Customer information not available or customer not present with card

  1. Gather the following:
    1. Owner contact information
      1. Name
      2. Email
    2. Determine the credit card processor:
      • If using Card Connect/Cardpointe/EPX/NAB through EZ Software solutions (generally customer will say through us)
        • Obtain photos of the signed merchant slip or reprint
        • Add to the ticket
        • Escalate to Sales > Michelle Diaz
        • Add a note and tagging Michelle, Michael Dolan for awareness.
      • All other processors
        • Customer will need to reach out to their processor or customer to obtain information
        • Offer to provide instructions for the Issue Credit Process as well.

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