How to Process, Decline and Approve a Refund | MoMa
This tutorial offers a comprehensive, step-by-step guide to assist you in processing refunds through the MoMa app.
Video Guide
00:00: This guide provides instructions for processing, declining, and approving a refund in the MoMA app.
00:06: On this dashboard of your MoMa app, search for and select the Machine you wish to generate a receipt for.
00:12: To search, click on the Magnifying Glass Icon. You can search by operator name, machine ID, or machine name.
00:19: In the Machine Overview, tap the Last Sales Tab.
00:22: To find the relevant transaction, utilize the filters or the search icon. Please note that you can apply the filters at the top of the page to identify the transaction eligible for a refund. Alternatively, you may also search using the last four digits of the card used or by the product name.
00:40: Locate and tap on the relevant transaction to be refunded.
00:44: Once located, tap to access the transaction screen, then select the refund request to initiate a refund.
00:51: The Refund Request screen will open for the selected transaction.
00:55: Select refund type: full or partial. A full refund returns the entire amount and cancels the transaction. A partial refund returns part of the payment, allowing the customer to keep the transaction active for the remaining balance.
01:26: Once you are ready to proceed with the refund, tap the request button as highlighted.
01:31: The next stage presents the transaction details, payment method, and additional information. Tap on "Approve / Decline refund."
01:39: Now tap on "Approve / Decline refund" to proceed.
01:42: This feature shows the order has been refunded via a third-party system, like the client's bank. It informs staff and prevents duplicate refunds in Nayax's system. By selecting this feature, you can upload an existing image or take a new photo as proof of the refund.
01:58: Tapping the Approve button will initiate a full or partial refund of the transaction, based on your request.
02:05: If you choose to decline the refund request, please provide a reason and then tap "Decline." Tapping the Decline button will cancel the refund request and prevent it from being processed.
Tap Machine
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Search Machines
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Last Sales
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Filter Transaction Search
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Locate Transaction
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View Transaction
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Refund Request
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Type of Refund
Image AttachedSelect refund type: full or partial.
A full refund returns the entire amount and cancels the transaction. A partial refund returns part of the payment, allowing the customer to keep the transaction active for the remaining balance.
Refund Amount
Image AttachedAfter selecting the type of refund, please input the refund amount in the 'Refund Amount' field.
Appears for Selected Refund
Image AttachedPlease provide the reason for the refund and the email address where the refund confirmation will be sent. Additionally, you can send a confirmation email to other recipients.
Request Refund
Image AttachedOnce you are ready to proceed with the refund, tap the request button as highlighted.
Overview Approve or Decline Refund
Image AttachedThe next stage presents the transaction details, payment method, and additional information. Tap on "Approve / Decline refund."
Approve or Decline
Image AttachedNow tap on "Approve / Decline refund" to proceed.
Refund Externally
Image AttachedThis feature shows the order has been refunded via a third-party system, like the client's bank. It informs staff and prevents duplicate refunds in Nayax's system. By selecting this feature, you can upload an existing image or take a new photo as proof of the refund.
Approve Refund
Image AttachedTapping the Approve button will initiate a full or partial refund of the transaction, based on your request.
Decline Refund
Image AttachedIf you choose to decline the refund request, please provide a reason and then tap "Decline." Tapping the Decline button will cancel the refund request and prevent it from being processed.
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