Cancel, Return, and Refund Order (HK)

3. POS (EN).png

To apply for this and other POS features, please contact our Online Merchant Success Team.

Merchants can cancel, return, and refund SHOPLINE Payments POS orders from the POS app. To cancel or return non-SHOPLINE Payments POS orders, please refer to Cancel and Delete Orders | POS Admin, Return and Refund | POS App, Return and Refund | POS Admin.

This article will cover the following:

 

1. Cancel an order on the POS app

A. Cancellation steps

Step 1

On the POS app, tap Orders on the left menu bar and select the SHOPLINE Payments POS order you want to cancel. Tap the drop-down list at the top right, and select Cancel Order.1.jpg

 

Step 2

Select a staff in charge of the cancellation.EN2.jpeg

 

Step 3

Fill in the return reason and tap OK.IMG_0317.PNG

 

Step 4

Process the refund on the terminal.

  • Adyen terminal (Credit Card & Alipay)

To refund payments made with the Adyen terminal, please wait for the terminal to print out the refund receipt, then tap Next to complete.
Ayden_terminal_EN.png

  • Global Payments terminal (Credit Card)

To refund payments made with the Global Payments terminal, please follow the steps below:

  1. Enter the void password (the code is given during installation) on the terminal and tap Go.
  2. Confirm the order details, then tap OK.
  3. The screen will preview the receipt. Tap Cancel or Print to select whether to print the receipt.
  4. The screen will display "Press OK to Continue." Tap OK and you will be redirected back to the main menu.
    *Note: If the deposit and paid-off amount of the preorder were made with the Global Payments terminal, you have to refund the deposit and the settled amount separately. Please repeat Step 4 twice.GP_terminal-05.png

 

Step 5

It will display "Cancelled successfully" on the POS app. Tap OK to complete. The payment will be refunded to the original credit card account.4.PNG


*Note: If you refund after the Global Payments terminal is settled, it will take 5 working days to process. In the meantime, the payment status will be displayed as "Refunding" on the POS app. Please wait and check the result after 5 working days.
5.PNG

B. Refund failed

1. Global Payments terminal (before settlement)

If the refund failed before the Global Payments terminal is settledthe system will display "Refund failed." Tap Reissue refund to retry.pastedGraphic.png

 

If the preorder refund failed, you can refund the deposit and the settled orders separately. You need to confirm the refund amount twice on the terminal.7.PNG

 

Once you tap Reissue refund and confirm the amount on the terminal, the POS app will display a "Refund successful" prompt.

 

2. Global Payments (after settlement) & Adyen terminals

If the refund failed after the Global Payments terminal is settled, or failed with the Adyen terminal, you can only process the refund manually. Please contact the SHOPLINE Online Merchant Success Team to apply for a refund.IMG_0352.jpg

 

C. Refund timeout

If the refund is not completed after 1 minute, it will display "Refund failed" and the payment status will be displayed as "Refunding" on the POS app. Tap Reissue refund to try again.

*Note: Once you tap Refresh and it still displays "Refunding" after 30 minutes, please contact our Online Merchant Success Team to assist with the refund.9.PNG

 

2. Return an order on the POS app

Below are the refund rules for each terminal. As Adyen and Global Payments terminals implement different refund policies, please pay attention while returning the order. For the return order steps, please refer to the A. Return order steps section below.

* Refund rules for the Adyen terminal (supports Credit Card and Alipay)

1. Refund amount ≤ original paid amount
2. Supports returning orders on POS app and POS Admin
3. Payments made with terminal can only be refunded to
the original payment method (i.e., credit card payment
will be refunded to the same credit card account)

4. Non-credit card payments can be refunded as
other non-credit card methods (i.e., cash payment
can be refunded as gift card)

* Refund rules for Global Payments terminal (supports Credit Card and Octopus)

1. [Before Settlement] Refund amount = original paid amount
(refund the amount you paid for)
2. [After Settlement] Refund amount ≤ original paid amount
3. Only supports returning orders on the POS app
4. Payments made with terminal can only be refunded to
the original payment method (i.e., credit card payment
will be returned to the same credit card account)

5. Non-credit card payments can be refunded as
other non-credit card methods (i.e., cash payment
can be returned as gift card)


Example 1: Full return (Adyen terminal & Global Payments terminal [after settlement])

  • Scenario: Purchase 1 $150 product. Pay a $150 deposit for the preorder with a credit card.
  • Refund: Only supports a full refund of $150 to the original payment method.

Example 2: Partial return (Adyen terminal & Global Payments terminal [after settlement])

  • Scenario: Purchase 3 $50 products. Pay a $100 deposit for the preorder and settled with $50 cash.
  • Refund: Supports "full refund of $150 " or "partial refund of $50 / $100."

Example 3: Partial return (Global Payments terminal [before Settlement])

  • Scenario: Purchase 2 $75 products. Pay a $100 deposit for a preorder with a credit card and settled with $50 cash.
  • Refund: Supports a full refund of $150. However, since the refund amount should be equal to the original paid amount before the terminal settlement, a partial refund of $75 is not available. If the order has promotions applied, please match the refund amount to the original paid amount by editing the discounted amount in the refund detail window.

A. Return order steps

Step 1

On the POS app, tap Orders on the left menu bar and select the order to return. Tap the drop-down list at the top right and select Return.10.PNG

 

Step 2

Select the staff in charge of the return.EN2.jpeg

 

Step 3

Select the product to return. The system will automatically detect if the order is eligible for a full/partial return. The following sections will explain more about the full return and partial return.EN_2___A__Step_3_.PNG

 

i. Full return

Tap Next to view the return detail.

*Note: A full return is available if the order is fully paid during preorder. For orders that only support full returns, it will display a text prompt on the POS app and you will be unable to edit the return quantity.EN_2___A__Step_3___i-1.PNG

 

Double-check the return detail and tap Refund. Then, follow Step 4 below to process on the terminal.13.PNG

 

Descriptions on the Return Details page:

  • Discount: Not applicable for the full return.
  • Payment fee: If a payment fee is set up, the system will refund the payment fee to the customers during a full return.
  • Refund method: Automatically apply the original SHOPLINE Payments POS payment method.
  • Return reason: You can enter the return reason.

ii. Partial return

If the deposit and pay-off amount of the preorder is done with the SHOPLINE Payments POS payment, you can process a partial return on the terminal. A prompt reminder for the partial refund will appear on the POS app. Tap + or - to edit the return quantity or you can enter the quantity manually (more than 0 and no more than the purchased quantity). You can also tap Return all to return the whole order. Once you are done, tap Next to view the return detail.EN_2___A__Step_3___ii-1.PNG

 

Double-check the Return Detail page. You can select the refund method and enter the discount amount for a partial refund.IMG_0336.PNG

 

Descriptions for the Return Detail page:

  • Discount
    You can customize discounts for a partial return. Tap the pencil icon and enter the discount amount (no more than the paid amount).

    *Note: If the orders are paid with the Global Payments terminal (before settlement), you can only refund the actual paid amount (refund what you paid for) and could not apply discounts.
    IMG_0337.PNG

  • Payment fee
    If a payment fee is set up, the system will not automatically refund the payment fee during a partial refund.

  • Refund method
    Tap Choose Refund Method to select the available refund method.
    *Note:
    • If the order is paid with a credit card, it will only display the credit card as the refund method.
    • If the orders are paid with the Global Payments terminal (before settlement), you can only refund the actual paid amount (refund what you paid for) and could not apply discounts during a partial refund. If the amount does not match, you will be unable to select the refund method.

Partial_refund_final.gif

  • Return reason
    You can enter the return reason.

Once you are done, tap Refund. Then, please follow Step 4 below to process the terminal.IMG_0343.PNG

 

Step 4

Process return on the terminal.

  • Adyen Terminal (Credit Card & Alipay)

To refund payments made with the Adyen terminal, please wait for the terminal to print out the refund receipt, then tap Next to complete.
Ayden_terminal_EN.png

  • Global Payments terminal (credit card)

To refund payments made with the Global Payments terminal, please follow the steps below:

  1. Enter the void password (the code is given during installation) on the terminal and tap Go.
  2. Confirm the order details, then tap OK.
  3. The screen will preview the receipt. Tap Cancel or Print to select whether to print the receipt.
  4. The screen will display "Press OK to Continue." Tap OK and you will be redirected back to the main menu.
    *Note: If the deposit and settled amount of the preorder were made with the Global Payments terminal, you have to refund the deposit and the settled amount separately. Please repeat Step 4 twice.
    GP_terminal-05.png

Step 5

Wait for the POS app to create the return order for completion.IMG_0351.PNG

 

B. Refund failed

If the return and refund fail, you can follow the steps similar to cancelling an order. Please refer to the B. Refund failed section above.

 

C. Refund timeout

If the return and refund experience a timeout, you can follow the steps similar to cancelling an order. Please refer to the C. Refund timeout section above. 

 

3. Cancel / Return Octopus orders

You will be unable to refund orders paid with Octopus from the POS app. If you need to refund Octopus orders, please refund the customer offline with another payment option.Last.PNG

 

Read more



 

 

 

Have more questions? Submit a request

Comments