💸 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
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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. Audience: Operators | Distributors / Partners | Support Agents |
When a consumer has a problem at a machine, a product that didn't dispense, money that was taken without a vend, or a machine that malfunctioned, they expect a fast resolution. The Monyx Wallet refund feature lets operators issue instant credit directly to a consumer's Monyx app, without a phone call, a manual bank transfer, or a visit back to the machine.
This article explains why the feature exists, who it's for, how the end-to-end flow works, and what operators need to have in place before issuing their first refund.
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.
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Without Monyx refund |
With Monyx refund |
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Consumer contacts operator by phone or email |
Operator issues credit directly from Nayax Core in under a minute |
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Operator manually processes a bank transfer or voucher |
Consumer receives SMS instantly with a link to claim the credit in the app |
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Consumer waits days for resolution |
Credit is available immediately for the next purchase |
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No audit trail unless manually maintained |
Full refund history is logged in Nayax Core and exportable to Excel |
Business case: Fast, frictionless refunds build consumer trust and increase the likelihood of a return visit. An unhappy consumer who receives an instant refund is far more likely to use the machine again than one who had to chase a resolution.
How It Works - The End-to-End Flow
The refund flow has two sides: what the operator does in Nayax Core, and what the consumer experiences in the Monyx Wallet app.
Operator side | Nayax Core
The operator navigates to Consumers > Monyx Refund in Nayax Core, searches for the consumer by mobile number, fills in the refund amount, selects a pre-defined SMS message template, and submits the form. The system immediately sends an SMS to the consumer's phone.
Consumer side | Monyx Wallet app
The consumer receives an SMS with a notification and a link. What happens next depends on which consumer profile applies:
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Consumer profile |
App experience |
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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. |
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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. |
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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. |
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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. |
How the credit works: The refund credit is loaded onto a Prepaid card in the consumer's Monyx Wallet app. If the consumer already has a Prepaid card from the refunding operator, the credit is added to that card's balance. If not, a new Prepaid card is created automatically and loaded with the refund amount.
What Operators Need Before Issuing a Refund
Two things must be in place before an operator can submit a refund:
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Requirement |
Why it matters |
Where to set it up |
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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 |
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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 |
Note: Always set up and test your SMS message templates before you need to issue a real refund. The 80-character limit applies to each template -- keep messages clear and concise. See: How to Edit Predefined Message Templates for Monyx Refunds.
What Information the Operator Needs 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.
Tip: The refund form also displays the consumer's recent transaction history, making it easy to verify the complaint before issuing credit without running a separate report.
Audit Trail and Refund History
Every refund issued through Nayax Core is logged automatically. The refund history shows the consumer's mobile number, refund amount, the operator who issued the refund, and the date and time. The history can be filtered by date range and exported to Excel for reporting or compliance purposes.
Navigate to Consumers > Monyx Refund and scroll to the Refund History section, or see: How to View Refund History.
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