This article explains how to perform a refund to customer with Adyen.
Refund can not be performed on the device, it is instead done using MyTrivec portal.
To be able to complete the Adyen onboarding process, your MyTrivec username has to be registered as Site Owner. To request a change in site ownership, contact Trivec Support.
Customer refund in MyTrivec
- Navigate to https://mytrivec.com/login.
- Enter your email address as Username and your Password and select Sign in:
- If you are not registered on MyTrivec, follow the Creating an account at MyTrivec guide.
- On the left-side menu, select Trivec Pay and Payments:
- Select the Calendar symbol and select the date when the transaction was completed:
- Use the filtering fields to filter to transaction by time, amount or other info:
- Select a transaction you want to do a refund on:
- Transaction info window will be displayed:
- To perform a refund, select the Refund symbol:
- Refunds cannot be canceled, therefore the user must confirm that they are sure they wish
to refund the transaction. Select Refund to confirm:
- After the refund is completed, transaction info will be updated:
- If an email address was provided when placing the order, the customer will be informed of the refund. Supported languages are: NL, FR, SE, NO, DA, language is determined by the browser language on the device the customer used.
- If the push notification is activated by the user (Android devices or desktop) – the guest will be
notified after the refund has been initiated.
Refund in Domino
Refund needs to be followed up in Domino as well for the POS system to be up to date with the change. To do that:
- Note the TicketNr, Table, Date and products on the order displayed in the transaction info in MyTrivec:
- Log into Domino using your manager key.
- Enter the products that were on the order that is refunded and select Refund:
- Close the order using Manual Card (or equivalent) payment method.
Other info
- Swish is visible alongside Adyen transactions on MyTrivec. However, Swish refunds are not possible.
- Only MyTrivec users with Site owner permissions can perform refunds.
- Refunds will fail if the customer has a 0 or negative balance.
- Depending on the payment method used for a transaction, there may be a limit to how long after a transaction is made a refund is possible. Below is a list of different payment methods and their time limits for refunds:
Cards: (such as Visa, MasterCard, AMEX, etc) No limit
JCB: 365 days
SEPA: No limit
PayPal: 180 days
Interac: 90 days
WeChatPay: 365 days
AliPay: 365 days
UnionPay: No limit
iDeal: No limit
GiroPay: No limit
DotPay: 15 months
Klarna: No limit
Sofort: No limit
Carte Bancaire: 365 days
EPS: No limit
RatePay: No limit
After pay: 120 days