{"id":5350,"date":"2026-06-17T11:16:53","date_gmt":"2026-06-17T09:16:53","guid":{"rendered":"https:\/\/ticketack.com\/knowledge-base\/how-to-refund-a-sale\/"},"modified":"2026-06-17T11:16:53","modified_gmt":"2026-06-17T09:16:53","slug":"how-to-refund-a-sale","status":"publish","type":"ht_kb","link":"https:\/\/ticketack.com\/en\/knowledge-base\/how-to-refund-a-sale\/","title":{"rendered":"How to refund a sale"},"content":{"rendered":"<h2>On the POS<\/h2>\n<p>When the cart is empty, tap <strong>Last sales<\/strong>.<\/p>\n<p><a href=\"https:\/\/ticketack.com\/wp-content\/uploads\/2023\/06\/Capture-decran-du-2023-06-16-14-33-24.png\"><img decoding=\"async\" class=\"alignright\" src=\"https:\/\/ticketack.com\/wp-content\/uploads\/2023\/06\/Capture-decran-du-2023-06-16-14-33-24.png\" alt=\"\" width=\"431\" height=\"120\" loading=\"lazy\" \/><\/a><\/p>\n<p><a href=\"https:\/\/ticketack.com\/wp-content\/uploads\/2023\/06\/Capture-decran-du-2023-06-16-14-33-50.png\"><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/ticketack.com\/wp-content\/uploads\/2023\/06\/Capture-decran-du-2023-06-16-14-33-50.png\" alt=\"\" width=\"543\" height=\"310\" loading=\"lazy\" \/><\/a><\/p>\n<p>In <strong>Sale details<\/strong>, find the sale to refund. Two options:<\/p>\n<ul>\n<li><strong>Refund a single item<\/strong> \u2014 <strong>Refund<\/strong> button on the relevant line, then choose the refund method (cash or original payment method).<br \/>\n<a href=\"https:\/\/ticketack.com\/wp-content\/uploads\/2023\/06\/Capture-decran-du-2023-06-16-14-48-59.png\"><img decoding=\"async\" class=\"alignright\" src=\"https:\/\/ticketack.com\/wp-content\/uploads\/2023\/06\/Capture-decran-du-2023-06-16-14-48-59.png\" alt=\"\" width=\"399\" height=\"131\" loading=\"lazy\" \/><\/a><\/li>\n<li><strong>Refund the whole sale<\/strong> \u2014 <strong>Refund all<\/strong> button above the sale number, then confirm the refund method.<br \/>\n<a href=\"https:\/\/ticketack.com\/wp-content\/uploads\/2023\/06\/Capture-decran-du-2023-06-16-14-48-38.png\"><img decoding=\"async\" class=\"alignright\" src=\"https:\/\/ticketack.com\/wp-content\/uploads\/2023\/06\/Capture-decran-du-2023-06-16-14-48-38.png\" alt=\"\" width=\"399\" height=\"140\" loading=\"lazy\" \/><\/a><\/li>\n<\/ul>\n<p>What happens next depends on the payment method used for the sale (see below).<\/p>\n<hr \/>\n<h2>Electronic transactions<\/h2>\n<h3>Online sale (Proxypay)<\/h3>\n<p>For a sale paid online by card, the refund is handled by <strong>Net Oxygen<\/strong> through the <strong>Proxypay<\/strong> payment gateway. From the till, start the refund and choose <strong>Proxypay<\/strong>: the request is sent automatically. The credit to the customer\u2019s card may take <strong>about one business week<\/strong>.<\/p>\n<h3>Integrated payment terminals (EFT, Twint)<\/h3>\n<p>For a sale paid with an <strong>integrated terminal<\/strong> (ZVT EFT or Twint), start the refund from the till using the original payment method.<\/p>\n<p>When refunding a sale paid with an <strong>integrated EFT terminal<\/strong>, Ticketack asks:<\/p>\n<blockquote>\n<p><em>Have you completed the refund on the payment terminal (void or credit on the customer\u2019s card)?<\/em><\/p>\n<\/blockquote>\n<ul>\n<li><strong>Customer present \u2014 Yes (recommended)<\/strong>: first void or credit on the physical terminal, then confirm in Ticketack. See also the <a href=\"https:\/\/ticketack.com\/en\/knowledge-base\/how-to-refund-a-transaction-with-a-payment-terminal\/\">payment terminal refund documentation<\/a>.<\/li>\n<li><strong>Customer absent \u2014 No<\/strong>: <em>If you click No, a request will be sent to your acquirer.<\/em> Net Oxygen then attempts the refund via Proxypay. This may take about one business week.<\/li>\n<\/ul>\n<p>For <strong>Twint<\/strong>, the refund is usually triggered automatically via Proxypay when you confirm the refund from the till.<\/p>\n<h3>SumUp payment terminal<\/h3>\n<p>For a sale paid with <strong>SumUp<\/strong>, start the refund from the till: accounting and the refund request are handled automatically. <strong>Nothing else to do<\/strong> on the operator side once the refund is confirmed in Ticketack.<\/p>\n<h3>All other payment terminals<\/h3>\n<p>For a sale paid with a <strong>manual EFT terminal<\/strong> or any other terminal not integrated with Ticketack, you must refund <strong>on the customer\u2019s card<\/strong> or handle it directly with your <strong>acquirer<\/strong>. <strong>Net Oxygen and Ticketack do not handle this<\/strong>.<\/p>\n<p>Follow the <a href=\"https:\/\/ticketack.com\/en\/knowledge-base\/how-to-refund-a-transaction-with-a-payment-terminal\/\">payment terminal refund documentation<\/a> for the device procedure.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>On the POS When the cart is empty, tap Last sales. In Sale details, find the sale to refund. Two options: Refund a single item \u2014 Refund button on the relevant line, then choose the refund method (cash or original payment method). Refund the whole sale \u2014 Refund all button above the sale number, then  [&#8230;]<\/p>\n","protected":false},"author":3,"comment_status":"","ping_status":"closed","template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"ht-kb-category":[65],"ht-kb-tag":[],"class_list":["post-5350","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-ticketing"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/ticketack.com\/en\/wp-json\/wp\/v2\/ht-kb\/5350","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ticketack.com\/en\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/ticketack.com\/en\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/ticketack.com\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/ticketack.com\/en\/wp-json\/wp\/v2\/comments?post=5350"}],"version-history":[{"count":0,"href":"https:\/\/ticketack.com\/en\/wp-json\/wp\/v2\/ht-kb\/5350\/revisions"}],"wp:attachment":[{"href":"https:\/\/ticketack.com\/en\/wp-json\/wp\/v2\/media?parent=5350"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/ticketack.com\/en\/wp-json\/wp\/v2\/ht-kb-category?post=5350"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/ticketack.com\/en\/wp-json\/wp\/v2\/ht-kb-tag?post=5350"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}