How to Perform an Over-the-phone (MOTO) Refund

Over-the-phone or “MOTO” (or “Card Not Present”) transactions can be refunded* over the phone when the customer is not present. Please note regular transactions cannot be refunded over the phone, and the customer must be present to refund transactions done in the store (read more here). 

To issue a MOTO refund, press “MOTO” on your Smartpay terminal, then “Refund.” The terminal will first ask for the TXN Ref, which can be found on the bottom of the receipt for the original MOTO transaction.

*Refunds is a service that needs to be enabled by the Smartpay team. Once completed, we will issue you a password. The team that can enable this service is available Monday through Friday, 9 AM – 5 PM AEST. Need urgent help? Our friendly support team is available for other support 24/7, 365 days of the year.

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