Refund Process Instruction for Mobile App and Pay At Machine (Kiosk/Reader)

This document will walk you through the refund process for mobile apps and machines (Kiosk/Reader) on the KioCentral Pro platform. It is designed to help you quickly learn the platform's integrated features for fast refund and refund reporting.

Note: Refund is a permission which is enabled by default for certain roles. Users that do not include the “refund” permission will see Refund greyed out.

The roles with the permission include Amusement Vendor Admin, Laundry Vendor Admin, Laundry Portal Role, Accounting Laundry, KPOS Amusement Vendor Admin, KPOS Amusement Store Manager, KPOS Laundry Vendor Admin, KPOS Laundry Store Manager, Customer Support and Customer Support Plus.

How to Initiate Mobile App Refunds on KioCentral

You can directly initiate mobile app refunds by logging in to the KioCentral Pro platform and navigating to Reports → Transaction Report, where you can search for the target transaction and initiate the refund. After that, in the Refund Report, you can check the refund details of the transaction on a timely basis.

Step 1: Initiate Refund in Transaction Report

You can actively use the column customization tab and column filters to customize the report and search for target locations (for more detailed descriptions and instructions, please refer to Pro Reports).

By dragging the horizontal bar, you can locate the Refund button at the end of each row. Click on the Refund button to initiate the refund process.

Alternative Method to Initiate Refund

You can also click on the info button “ ” to view more transaction information, and then click on the refund button in the info pop-up to initiate a refund.

Note: the amount shown in “Value Paid” is the actual refunded amount.

Then you can click on the “Refund” button and a pop-up window will appear for you to check and confirm the transaction details.

Two types of app refunds can be found in actual transaction scenarios: App refills and App Usage (Account). You can apply the “Transaction Type” filter to search for the corresponding transaction type.

Each type of app refund varies when you’re initiating the refund request via KioCentral Pro.

With the refund details selected and confirmed, you can click on the “Confirm” button and the “Refund” button of the current transaction record will be greyed out.

Greyed Out Refund Button

If the Refund button is greyed out   in the Transaction list, it indicates such transaction did not support refund on the KioCentral Pro platform. At the present development stage, the following three scenarios did NOT support the processing of Refund via the platform:

1- Coin transactions

2- Reversal transactions made on machines. That means the reversal requests (whether it’s successful or failed) initiated by the consumer on a machine for the transaction activities, such as starting machine by tapping the card, buying card and adding value, will not be supported on KioCentral Pro.

3- The refunds that have already been completed and moved to Refund report.

Step 2: Check Refund Details in Refund Report

The Refund record will be found in the Refund Report. You can click on the Reports → Refund Report to search for the refund request just initiated. You can click on the “” button and check the refund details in the pop-up window.

• Alternative method to check refund information:

  If a refund request has been done successfully, the “Refund” button in the Transaction Report list will be greyed out. If you click on the info button “” again, the original “Refund” button will change to “View Refund Report.” You can click on it and be redirected to the Refund Report to check the refund details.

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  Pop-up Info	Description
  Refund Request Date	The date when the refund request was received.
  Refund Issue Date	The date when vendor staff proceeded with the refund request.
  Issuer	The name and email address of the vendor staff who proceeded with the refund request.
  Refund Amount	The amount requested to refund.
  Refund To	The account (mobile account/credit card account) or transaction (value code) that will receive the refunded amount.
  Refund Reason	The reason to state why the refund request is initiated.
  Notes	Input more descriptions about the refund request.

  The refund request will be processed in real-time by calling Payroc's API in the system’s backend. The refund status can be either “declined” or “completed.”

  Column	Status Indication
  Refund Status	The status of the refund request: - Completed: if a refund has been proceeded successfully, the refund status will be stamped as “Completed.” - Declined: the request has been declined for some reason. The status synchronized with KioCentral.

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  How to Initiate Pay@machine (Kiosk/Reader) Refunds on KioCentral

  Navigate to the Reports → Transaction Report and locate the transaction record of the target payment to be refunded. Then the refund will be initiated followed by a pop-up window. Nevertheless, the refund procedures differ in the transaction types. You can refer to the table below the describes the refunds process based on the transaction types.

  Step 1:  Initiate Refund in Transaction Report

  Use the filter bar to search for the transaction of the target payment that is expected to process a refund (for more detailed descriptions and instructions, please refer to Pro Reports) and click on the “Refund” button to initiate a refund request. Then a pop-up window will appear to provide the refund details or options requiring your confirmation.

  

  Transaction Type	Initiate Refund	Refund Pop-up
  Pay at Machine (Single Auth)	Click on the Refund button. A pop-up will appear asking for full refund or partial refund. 1) If you select partial refund, you should enter the expected refund amount. 2) If you select full refund, you can directly click on the Refund button. Click on Submit after the transaction information has been confirmed. Then the server will send an email with refund details to Payroc. If the email is sent out successfully, the system will prompt and the “Refund” button will be greyed out. You will be redirected to the Refund Report. The value will be refunded once the refund is approved. If the refund fails, the system will prompt and you should try to initiate the refund again.
  Pay at Machine (Pre Auth)	Click on the Refund button and select the cycle/amount requesting a refund. After your selection, the server will send an email with refund details to Payroc. If the email is sent out successfully, the system will prompt and the “Refund” button will be greyed out. And you will be redirected to the Refund Report. The value will be refunded once the refund is approved. If the refund fails, the system will prompt and you should try to initiate the refund again.
  Buy Card at Kiosk with Card	This transaction activity means the consumer has purchased a card at Kiosk by using a credit/debit card. The payment type is Credit/Debit card. You can click on Refund button and select the “Refund Type” as “Full Refund” or “Partial Refund” (there will be an extra field to enter the refund amount). Then click on the Confirm button. The system will send an email to the Payroc team for processing. If the email is sent out successfully, the system will prompt and you will be redirected to the Refund Report. The value will be refunded once the the refund is approved. If the refund fails, the system will prompt and you should try to initiate the refund again.
  Add to Card at Kiosk with Card	This transaction activity means that the consumer added value to card at Kiosk by using the credit/debit card. You can click on the Refund button and check the detailed transaction information. Click on the Confirm button if all the information has been verified. Then the system will send an email to the Payroc team for processing the refund. If the the email is sent out successfully, the system will prompt and you will be redirected to the Refund Report. The added value will be refunded once the refund is approved. If the refund fails, the system will prompt and you should try to initiate the refund again.

  Note: An email response from Payroc usually takes 1~2 business days.

  Here is an email sample from the Payroc team after the refund request is submitted:

  

  Step 2: Check Refund Details in Refund Report

  Upon your confirmation of the refund details in the pop-up, you can navigate to the Reports → Refund Report to check the refund information and the refund status.

  

  Column	Status Indication
  Refund Status	The status of the refund request will ALWAYS be shown as “Pending” for transactions processed from the machine’s end. - Pending: if a refund request has been initiated, the refund status will be labeled as “Pending” and an email has been sent to Payroc for processing.

  • Alternative method to check refund information:

    If a refund request has been done successfully, the “Refund” button in the Transaction Report list will be greyed out. If you click on the info button “” again, the original “Refund” button will be changed as “View Refund Report.” You can click on it and be redirected to the Refund Report to check the refund details.

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    - Export Reports: for both Transaction Report and Refund Report, you can click on the “” button to download it in CSV format.