💸 Why & How | Monyx Wallet Refunds
Learn how Nayax Monyx Wallet refunds work. Operators issue instant credit from Nayax Core via SMS, and consumers claim it in the app. Covers the business case, consumer profiles, and setup requirements.
General
Why & How: Monyx Wallet Refunds
Understand what the Monyx Wallet refund feature is, why operators use it, and how the end-to-end flow works, from operator action to consumer credit claim.
Before You Start
Two things must be in place before an operator can submit a refund.
- You have at least one SMS message template saved under Consumers > Monyx Refund > Predefined Messages. The refund form cannot be submitted without one.
- Monyx Wallet is enabled on your operator account. If Monyx Refund is not visible in your Consumers menu, contact your Nayax distributor to enable it.
Why Use Monyx Wallet Refunds?
Traditional consumer refunds in unattended retail are slow and friction-heavy. The consumer has to contact an operator, the operator has to verify the complaint, and returning cash or credit is difficult when there is no cashier present.
The Monyx Wallet refund removes that friction entirely. The operator issues credit from Nayax Core in seconds, the consumer receives an SMS link, opens the Monyx Wallet app, and the credit is ready to spend at the next visit. No cash handling, no manual bank transfers, no back-and-forth.
| Without Monyx Refund | With Monyx Refund |
|---|---|
| Consumer contacts operator by phone or email | Operator issues credit directly from Nayax Core in under a minute |
| Operator manually processes a bank transfer or voucher | Consumer receives SMS instantly with a link to claim the credit in the app |
| Consumer waits days for resolution | Credit is available immediately for the next purchase |
| No audit trail unless manually maintained | Full refund history is logged in Nayax Core and exportable to Excel |
How the Refund Flow Works
The refund flow has two sides: what the operator does in Nayax Core, and what the consumer experiences in the Monyx Wallet app.
Navigate to Consumers > Monyx Refund, search for the consumer by mobile number, fill in the refund amount, select a pre-defined SMS message template, and submit the form. The system immediately sends an SMS to the consumer's phone.
The consumer receives an SMS with a notification and a link. What happens next depends on which consumer profile applies, see the table below.
| Consumer Profile | App Experience |
|---|---|
| New to Monyx Wallet, no account yet | SMS includes a download link. Consumer installs the app, registers with their phone number, and is walked through a first-time tutorial showing how to use the refund credit at a machine. |
| Has the Monyx app but no Prepaid card from this operator | Consumer opens the app and sees a pop-up notification with a fireworks animation. Tapping Get Refund moves the carousel to a new Prepaid card loaded with the refund credit. |
| Has the Monyx app and an existing Prepaid card from this operator | Consumer opens the app and sees the credit added to their existing card balance. The pop-up confirms the refund amount and who issued it. |
| Has received a Monyx refund before | Consumer is already familiar with the flow. The SMS and in-app notification confirm the new credit, which is added to the existing card balance immediately. |
What You Need to Issue a Refund
Setup requirements
| Requirement | Why It Matters | Where to Set It Up |
|---|---|---|
| At least one SMS message template saved | The refund form cannot be submitted without a template. The template is the pre-written message sent to the consumer via SMS. | Consumers > Monyx Refund > Predefined Messages tab |
| Monyx Wallet enabled on the operator account | If the Monyx Refund option is not visible in the Consumers menu, Monyx Wallet has not been enabled for the account. | Contact your Nayax distributor to enable |
Information needed from the consumer
To issue a refund, the operator needs only two pieces of information from the consumer:
- The consumer's mobile phone number, including country dialing code. This is where the SMS is sent and how the app identifies the account.
- The refund amount, the credit value to be loaded onto the consumer's Prepaid card.
The country code and currency are populated automatically from the operator account settings. The operator selects the SMS message template from their saved list and submits.
With at least one SMS template saved and Monyx Wallet enabled on your account, you can issue instant credit to any consumer in under a minute, no cash handling, no manual bank transfers, and every refund is automatically logged for audit.
Troubleshooting
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