How to do a refund or return (Desk 5000 / Move 5000)

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Should I refund or void?

If the transaction is still in the open batch, follow the steps to void it instead of refunding it. Refunds are for transactions that have already been settled.

How do I do a refund?

1. Press on Return icon from home screen (or press Enter to get to main menu and press return)
2. Enter password
3. Enter return amount
4. Then, depending on whether the cardholder is there:
   • If cardholder present: pass terminal to customer to confirm amount and insert card, and enter PIN if promoted.
   • If cardholder not present: manually enter card #, expiry and auth code (if you need to get the full card #, please reach out to our support team)

Terminal will display Approved or Declined and print receipt

Refunds can take 7-10 business days to appear on the cardholder’s account.

Common questions

Can I do a refund if the customer isn’t present?

Yes. If the cardholder is not present, manually enter the card number, expiry and auth code. PIN debit cards cannot be manually entered. If you need the full card number, please reach out to our support team at 1-888-712-0770 or email support@cartispayments.com.

How long does a refund take to reach the customer?

They can take 7-10 business days to appear on the cardholder’s account.