Table of Content:
General steps to perform a refund:
There are two situations you need to consider before performing a refund:
Before settlement was made on QashierPay terminal
After settlement was made on QashierPay terminal
Before settlement was made on QashierPay terminal:
If you have not yet performed a settlement on your QashierPay terminal, there is no need to submit a refund request to Gobiz. Instead, you can simply follow these steps to void the transaction.
Select TRANSACTION RECORD in POS homepage
Select a transaction that you would wish to void
Tap on VOID/REFUND
Select YES to confirm to void transaction
Enter your STAFF PIN
Followed by TERMINAL PIN
Enter the REASON for voiding the transaction
Tap on DONE REFUND once refund has been processed to customer
Here's a step-by-step video guide:
You may select the voided transaction to view the void/refund details.
After settlement was made on QashierPay terminal:
If you have performed a settlement on QashierPay terminal, you have to submit a refund request to Gobiz.
Reach out to our Customer Support Team and mention that you want to perform a refund after settlement was made on QashierPay
The Customer Support Team will provide you a refund form to fill in
Revert the sale slip and refund form to the customer support team once you are done filling up the refund form
(Kindly refer this guide to obtain sales slip)
Note:
The refund application will take 3-5 business days to process
The refund amount will be refunded by deducting from the next settlement amount
Guide to obtain sales slip from Gobiz portal
Go to Gobiz portal
Login with your registered mobile number with Gobiz and password
Select the terminal which you want to check the transaction on (and the option ends with - Point of Sale (POS) )
On the main page of the Gobiz portal, click on the menu option located at the top-left hand side of the page
Under Report, select 'Approval History'
Click on the Search button located on the right-hand side of the page
Choose the transaction date of the specific transaction that you wish to initiate a refund for
Click on SEARCH and a list of transactions will be displayed based on your search criteria
Click on the transaction that you would like to refund
Select SEND RECEIPT and the sale slip will be sent to your email address
Here's a video guide from Step 4 to 10:
Perform a refund when customer was accidentally charged twice using QashierPay
If Gobiz has approved a transaction but it was not captured by the QashierPay terminal, this situation often occurs when the first transaction on QashierPay was declined or encountered a technical issue. Subsequently, the customer attempts a second transaction, which successfully goes through the QashierPay terminal.
Before settlement was made on QashierPay terminal
Kindly refer to this guide for refund process.
After settlement was made on QashierPay terminal
Kindly refer to this guide for refund process.
Perform a refund when transaction was approved on Gobiz but not on QashierPay
If a transaction approved by Gobiz is not captured by the QashierPay terminal, it is likely due to reasons such as an extended loading time for the transaction, lack of response from the QashierPay terminal after payment, or a weak internet connection.
Kindly refer to this guide for refund process.