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Contactless, Remote Payments and Refunds
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Prepare your team for contactless payments, remote orders and refunds. Review transaction checks, receipt handling and common errors before using your approved payment setup.
Which contactless payments can my customers use?
Ask the team to confirm the contactless methods supported by the exact terminal or POS you select. Support depends on the device, payment application and approved account configuration. Demonstrate the customer flow before rollout and train staff to check the transaction result rather than a phone-screen animation alone. Include receipt handling and declined-payment steps in the demonstration.
What should I consider for phone orders or remote payments?
Discuss an approved remote-payment workflow, such as a virtual terminal or a supported payment-link setup, with the team. Confirm availability, pricing, customer verification and refund handling before use. Avoid collecting payment information in ordinary email or chat. Show staff where payment details should be entered and how they can confirm a completed payment without keeping unnecessary customer card information.
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What should staff do when a transaction declines or shows an error?
Read and record the device message and check the transaction status before trying again. A communication error should be investigated so staff do not create an accidental duplicate. Follow the approved instructions for that device and contact support if the result is unclear. Have the time, amount and device model available, and keep customer card details out of ordinary support messages.
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How should I handle a customer refund?
Use the approved refund function for the original payment setup and confirm the transaction’s status first. Train staff on permissions, receipt handling and your customer-facing refund policy. Ask the team how refunds appear in reports and how applicable fees are treated. Give the customer a refund confirmation, but do not promise when their bank will display the credit unless that timing has been confirmed.
Ask about your device’s refund workflow
What if a customer says they were charged twice?
Check the transaction records before taking another payment or issuing a refund. Compare the time, amount and references using the permitted information in your reports. A customer’s bank screen may need clarification, so contact support if the completed transaction status is uncertain. Document the outcome and provide the customer with the appropriate receipt or confirmation without exposing sensitive account information.
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Review your setup with our team
Your written quote, merchant agreement and approved account setup determine your rates, fees, equipment and funding terms. Payment-network rules and legal requirements can change; confirm the requirements for your business before introducing a pricing program.
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English knowledge center · اقرأ هذا الموضوع بالعربية · Choose a language