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Refunding a Tip - Fixed, QR & Flex

Tips can be refunded. The most common reasons are a customer tapping the terminal by accident, or a duplicate charge after the terminal briefly lost connection.

What we need

  1. The date and time of the transaction, as precise as you can be.
  2. The amount.
  3. The last four digits of the card used.
  4. The device serial or ID.
  5. A photo or screenshot of the transaction if you have one.

For a partial refund, tell us the amount to return rather than the original transaction total.

Duplicate charges after a dropped connection

If the terminal lost connection and you believed a tip had not gone through — so the customer paid again, or paid in cash — check your transaction history before assuming. Both attempts often did settle. Send us both transaction times and amounts and we will refund the duplicate.

Refunding to a named customer

Where the customer has already left and cannot present their card, we can return the tip by bank transfer. We need their name and IBAN or account details, which the customer must provide themselves.

Never send us a full card number. The last four digits are all we need to locate a transaction. If a customer sends you their full card details, do not forward them.