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Virtual Terminal

Processing Credits (Refunds) or Voids in Virtual Terminal

Step 1:  Login to the Virtual Terminal

Login to your back office account from any Internet connected device (computer, phone, tablet) and tap Virtual Terminal. The Virtual Terminal runs off any web browser like Chrome or Safari and can be used to process any gift card and/or loyalty transaction at anytime. If Clerk IDs are enabled to identify employees, enter your Clerk ID in the prompt to advance to the next screen.

Step 2: Identify the Card or Patron Profile

At the Swipe Card prompt you have a few choices to identify the customer. You can EITHER swipe or hand-key an existing gift card, rewards card, or combo gift/rewards card (if applicable) using the Swipe Card field. Alternatively, on the loyalty side, you can lookup customers by entering the patron’s unique 10 digit mobile phone number or use the Patron Search button to look up the customer by their name.  If you’re running a card-less loyalty program, you will always do the lookup by mobile phone number or Patron Search to lookup by name.

‍Step 3:  Identify Transaction Number (Optional) 

If the transaction you intend to partially credit or void is the most recently one processed on this card or patron account (most common) you can skip this step and advance to Step 4. If you’re unsure whether it’s the most recently processed transaction or need to identify the specific transaction to void, select the Activity button in Virtual Terminal as shown below.  

After tapping the Activity Report button you will see a screen showing all transaction activity processed on this specific card ID# or patron profile.  Look for the TransNum column which shows the unique transaction number for the transaction you wish to credit/void. Copy this transaction number and advance to Step 4.

‍Step 4:  Process Credit or Void

On the Transaction Select screen select the Credit/Void button to issue a partial refund (credit) OR undo a previously processed transaction as if it never happened (void). NOTE: The credited/voided transaction will still display on the Reconciliation Report and Fraud Monitor Report for audit trail purposes.

The next screen will allow you to manually paste or enter a specific Transaction ID (Trans ID) from the patron’s Activity Report or printed receipt. If the transaction to credit/void is the most recently processed transaction then entering the transaction ID is unnecessary. Simply click the box “Use Last Transaction” as shown below (most common). 

In the Amount field, you have two options. You can either (1) enter a partial amount to credit (e.g., credit $10.00 back on a $20.00 sale, credit $5.00 back on a $25 Load Gift) OR (2) void out the transaction completely. In the screen shot above, the clerk manually punched in $10.00 to issue a partial credit (refund) of the most recent transaction. If the clerk wanted to void the entire previous transaction, he or she would tap the checkbox “Credit Full Amount (VOID) to do so.  

Tap Confirm to advance. You will see the before and after balances display on screen for review. If the “After” balances appear correct, tap Finalize to process the transaction live or Edit Transaction to make appropriate adjustments.


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Processing Credits (Refunds) or Voids in Virtual Terminal

This article covers the steps needed to process partial credits (refunds) or outright voids inside the Virtual Terminal from previously processed gift card or loyalty transactions.

Step 1:  Login to the Virtual Terminal

Login to your back office account from any Internet connected device (computer, phone, tablet) and tap Virtual Terminal. The Virtual Terminal runs off any web browser like Chrome or Safari and can be used to process any gift card and/or loyalty transaction at anytime. If Clerk IDs are enabled to identify employees, enter your Clerk ID in the prompt to advance to the next screen.

Step 2: Identify the Card or Patron Profile

At the Swipe Card prompt you have a few choices to identify the customer. You can EITHER swipe or hand-key an existing gift card, rewards card, or combo gift/rewards card (if applicable) using the Swipe Card field. Alternatively, on the loyalty side, you can lookup customers by entering the patron’s unique 10 digit mobile phone number or use the Patron Search button to look up the customer by their name.  If you’re running a card-less loyalty program, you will always do the lookup by mobile phone number or Patron Search to lookup by name.

‍Step 3:  Identify Transaction Number (Optional) 

If the transaction you intend to partially credit or void is the most recently one processed on this card or patron account (most common) you can skip this step and advance to Step 4. If you’re unsure whether it’s the most recently processed transaction or need to identify the specific transaction to void, select the Activity button in Virtual Terminal as shown below.  

After tapping the Activity Report button you will see a screen showing all transaction activity processed on this specific card ID# or patron profile.  Look for the TransNum column which shows the unique transaction number for the transaction you wish to credit/void. Copy this transaction number and advance to Step 4.

‍Step 4:  Process Credit or Void

On the Transaction Select screen select the Credit/Void button to issue a partial refund (credit) OR undo a previously processed transaction as if it never happened (void). NOTE: The credited/voided transaction will still display on the Reconciliation Report and Fraud Monitor Report for audit trail purposes.

The next screen will allow you to manually paste or enter a specific Transaction ID (Trans ID) from the patron’s Activity Report or printed receipt. If the transaction to credit/void is the most recently processed transaction then entering the transaction ID is unnecessary. Simply click the box “Use Last Transaction” as shown below (most common). 

In the Amount field, you have two options. You can either (1) enter a partial amount to credit (e.g., credit $10.00 back on a $20.00 sale, credit $5.00 back on a $25 Load Gift) OR (2) void out the transaction completely. In the screen shot above, the clerk manually punched in $10.00 to issue a partial credit (refund) of the most recent transaction. If the clerk wanted to void the entire previous transaction, he or she would tap the checkbox “Credit Full Amount (VOID) to do so.  

Tap Confirm to advance. You will see the before and after balances display on screen for review. If the “After” balances appear correct, tap Finalize to process the transaction live or Edit Transaction to make appropriate adjustments.


Additional Images/Examples

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