Hypersoft Pay Refund
Orders paid for with Hypersoft Pay powered by Adyen may need to be cancelled and the payment amount returned (refund). Of course, you can issue customers a web voucher with the credit. In the case of Complaint Management, it may also be advisable to hand out an (additional or instead) invitation voucher. A dissatisfied customer can thus often be won back. In addition, you can use the Hypersoft Pay Adyen Portal to trigger a Refund after appropriate training.
Further documentation: Hypersoft Pay powered by Adyen Refund FAQ
Refund (chargeback) via the Customer Area in the Adyen portal
If you want to initiate a chargeback or refund, you can do this in your Customer Area, where you can carry out refunds yourself. The Customer Area is located in the Hypersoft Pay Portal and in order to use this you need to book a (short) training session with Hypersoft. If it is an individual case, only an authorised and authenticated person may initiate a chargeback with Hypersoft Support using the following data:
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Date of the transaction
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Total of the transaction
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Recipient (if known)
Send this request to our support at the eMail address support@hypersoft.de or contact us by phone.
Refund for payments at the payment terminal...
A refund can of course also be made for payments at the payment terminal. This will rarely be necessary in practice, as the cardholder will be present at the time of payment (and service provision). Cancellations carried out at the POS system with connected payment terminal initiate the necessary actions at the payment terminal, so that a refund in the Adyen portal is not necessary for this.
Step 1...
First check the Refund Balance in the Home screen of the Customer Area (note that you need training from Hypersoft Support and the licence IF 70 for this).
Step 2...
If the balance is sufficient for the refund, you can now proceed to step 3 and skip this step 2.
When is the amount not enough...?
If, for example, you have not made any sales at the beginning of the day, then there is no credit available to trigger a refund! For this situation, you can deposit a permanent balance (the amount of which is then not paid out).
If the balance is not sufficient for the refund, you must increase the Balance value. You can adjust the balance in the Finance section at Balance Merchant with the command Control your balance. The Threshold value (threshold value) can be adjusted here via the switch Change.
If the balance is sufficient, you can use the /PSP
PSP= Payment Service Provider number to search for the payment for the refund with Search payments.
If you do not know the PSP number, you can go to Transactions and with the narrowing down by Filters also find your payment based on date and value.
Step 4...
Select the PSP reference number of your payment. This will allow you to enter the Operations section at the bottom of the Payment Details page. In the Operations section, you can use the button Send Refund to make the desired refund.
With the refund, you send the amount back and no longer have access to it.
If you have carried out the refund, you can download a Refund Letter for your customer in the Payment Details and send it to your customer for confirmation.
Cancel and refund webshop orders
Webshop orders that have already been paid by the user via PayPal or Hypersoft powered by Adyen can be cancelled and reversed as follows.
Webshop orders can only be cancelled again at the checkout, as they have already been stored in the checkout journal and signed by TSE (in DE). The transaction must be reopened and cancelled with a cancellation reason. See for example Cancellations with integrated eSolutions.
The payment must be considered separately and must be reversed via the PayPal login or via the Adyen web portal. This process is explained in detail to all customers who operate a Hypersoft webshop in a training session.
Refund for payments at the payment terminal...
A refund can of course also be made for payments at the payment terminal. This will rarely be necessary in practice, as the cardholder will be present at the time of payment (and service provision). Reversals carried out at the POS system with connected payment terminal initiate the necessary actions at the payment terminal, so that a refund in the Adyen portal is not necessary for this.
Back to the parent page: Hypersoft Pay Adyen Portal