How To Perform A MOTO Refund

You will need to know your refund code to process a refund. If you don’t know or have forgotten your refund code, you* can call our support team on 1800 433 876. 

*You will need to be a director or owner of the business to change your password.

If you know your refund code, you may proceed with the following steps:

  1. Select Transaction Type ‘Refund’.
  1. Enter the refund amount.
  2. Select ‘MOTO’
  3. Enter the ‘REFUND PASSWORD’ (the MOTO refund password is the same as your non-MOTO refund password).
  4. Select the MOTO type. Note: This must be selected as it’s mandatory. If you try to dismiss it with “Continue” without selecting the MOTO type, (or by dragging down the prompt), the prompt will show up again until you select the MOTO type.

  5. Enter the card number, card expiry and CVC/CVV (3-digit security number on the back of the card). Note: When filling in these values you will be informed of invalid values such as the card number length is wrong, the entered CVC/CVV is of invalid length, Card Expiry is an invalid date, etc.
  6. Select ‘CONTINUE’. Note: If no CVC/CVV is entered, you will be prompted to select a reason why.
  7. The MOTO Refund may be declined if the is not allowed to transact, etc.
  8. If the card is accepted, the terminal will prompt  ‘Signature Required, Please sign the receipt’. 
  9. Next, the terminal will prompt ‘Check Signature on Card. Signature OK?’

    i) if you select ‘YES’, the terminal will display ‘ACCEPTED’.
    ii) if you select ‘NO’, the terminal will display ‘DECLINED’.
  10. A receipt may be auto-printed (subject to receipt print/prompt settings on your terminal) or manually printed.
  11. The terminal will return to the home screen where the next transaction can be performed.

Smart Tip:

  • The refund amount should be credited to the card used for the original purchase within the next few business days.

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