Refunds

How to Refund Customers on Genie

To conduct a Refund:

  1. From the Dashboard, select ‘Payments’
  2. Select ‘Manage Payments’
  3. Enter your Supervisor Pin
  4. Select ‘Refund’
  5. Enter the amount to refund
  6. Select if the refund is by cash or card
  7. Enter your Elavon Supervisor ID & Pin Number
  8. Follow the steps on Screen

Reversals

To conduct a Reversal:

  1. From the Dashboard, select ‘Payments’
  2. Select ‘Manage Payments’
  3. Enter your Supervisor Pin
  4. Select ‘Reversal’
  5. Select ‘Reverse Last’ to Reverse the last transaction, or ‘Reverse Last by UTI’ to Reverse the transaction by its Unique Transaction Number***
  6. Enter the amount to Reverse
  7. Tap the green ‘Process reversal’ button
  8. Enter your Elavon Supervisor ID & Pin Number
  9. Follow the steps on Screen

Pre-Authorisations

Pre-authorisations (pre-auths) let you hold a specific amount of money on a credit or debit card.

To conduct a Pre-authorisation:

  1. From the Dashboard, select ‘Payments’
  2. Select ‘Manage Payments’
  3. Enter your Supervisor Pin
  4. Select ‘Pre-auth’
  5. Enter the amount to Pre-authorise
  6. Follow the instructions on screen to process the Customer’s card.
  7. Make sure you keep a copy of the receipt, as you will need the RRN number from it to Complete the transaction.

Completions

Completions allow you to finalise a pre-authorisation by the Retrieval Reference Number (RRN). This number is found on the Pre-authorisation receipt.

To conduct a Completion:

  1. From the Dashboard, select ‘Payments’
  2. Tap ‘Manage Payments’
  3. Enter your Supervisor Pin
  4. Select ‘Completion’
  5. Enter the RRN found on the Pre-Auth receipt and tap the green ‘Process completion’ button.

Query Transaction

You will need the Unique Transaction Identifier (UTI). This can be found on the printed or emailed receipt, depending on the options you have enabled in Settings.

To Query a Transaction from the Dashboard:

  1. Select ‘Payments’
  2. Select ‘Manage Payments’
  3. Select ‘Query Transaction’
  4. Information from the last transaction will be displayed on the screen.