Cancel/Refund a Transaction

To cancel/refund a transaction through viva.com terminal, you should first locate the transaction. This can be done in two ways:

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#A. Via the Transactions Menu

1. Select the "Transactions" option at the bottom of the screen.

   

You can find and select the relevant transaction. Use the filters button at the top-right hand side in order to locate the transaction more easily. The available filters are: ​Card Number, Order Code, Type of Transaction and the Time Period

#B. Via the Refund Menu

1. Select "Refund" at the bottom of the screen.

   

2. On the next screen you can use the available filters to find the correct transaction. As another option, you can click on the "Read customer card" option to read a card via NFC and display all transactions for that specific card.

#Cancel/Refund a transaction

If tIhe transaction has not cleared, then there is Cancel as Option where instead of refund. In case of refund, the amount needs to be lower than or equal to the original transaction.

1. Confirm that you have selected the correct transaction. Click on "Refund".

   

2. For previous days transactions (i.e. cleared funds), you can select the amount to refund, up to the amount of the original transaction.
   For same-day transactions, the full amount must be refunded (a ‘cancellation’). Tap on "Continue" button.

   

#Cancel/Refund a Transaction through the viva.com account

To refund or cancel a transaction through your viva.com account, follow the steps below:

1. Log in to your viva.com account

2. Select Sales and Sales Transactions

3. Find the desired transaction and select Refund

4. Enter the amount to be refunded, the merchant reference (optional) and select OK.

To complete the refund/ reversal, the viva.com account should be verified and the account's available amount should be greater than the transaction's amount. Disputed transactions cannot be refunded while the dispute is ongoing.

A refund on the Viva.com account is instant and is down to the issuer's internal rules on how long a refund takes to process. Your customer should contact their bank for the refund timescales because that depends entirely on the issuer and the type of card.

More specifically:

• If the card is Mastercard or Diners/Discover, then the credit amount is displayed after 1 to 2 working days, depending on card’s issuing bank.

• If the card is VISA, then the amount of credit is displayed immediately, as long as the type of the card (e.g., Business, Employee, etc.) and the issuing bank, participate in the direct debit program (VISA Direct). Otherwise, the amount is credited in 1 to 2 working days.

The charges resulting from each chargeback are detailed in the viva.com Pricing List.