How can I refund a payment to the customers's card?

Updated 1 month ago ​by

For our Swiss customers: readyPay is not yet available in your country. Click here to receive further information about an alternative card payment option.

The function of refunding payments directly back to the customers's card is not currently supported. We are working on making the function available soon.

Refunds for card payments via readyPay can therefore currently only be made via the Hobex PartnerNet. To do this, proceed as follows in the PartnerNet:

  • Go to the home page (1)
  • Click on your sales (2)
  • Find the transaction in question
  • Click on the receipt number and
    then click on Tx Change (3)
  • You can request a refund here. You will receive a response within two working days on average.
The data in Hobex PartnerNet is always up to date with the previous day's payments. The current day's data is always imported into Hobex PartnerNet between 8:00 a.m. and 10:00 a.m. the following day. If you would like to cancel a transaction you have just made immediately, please contact Hobex customers support directly.
It will take approximately 5 working days for the money to be transferred back to your customers account.
In the case of readyPay card payments, refunds that affect expenses are not possible via ready2order. This means that your customers can only get their money refunded via the Hobex PartnerNet. In addition, corresponding refunds must be manually corrected/cancelled in the ready2order system.

Cancel invoices in the ready2order system (money is not automatically refunded!):

In the ready2order app:

  1. Go to invoices in POS
  2. Find the invoice you want to cancel
  3. Click on Cancellation in the tabs on the left (top right)
  4. To cancel the entire invoice in one go, click Cancel Receipt
  5. Select Change and cancel invoice (standard cancellation):
  6. Here you will be taken to the order interface before the actual cancellation.
    1. The POS opens
    2. Enter a cancellation reason (correction is preselected as reason)
      1. Here you can select the reason for cancellation!
    3. You can choose the payment method under Other, which in this case is the payout to your customer
    4. Click on Card payment (not readyPay) to complete the cancellation process of the invoice created via readyPay

In the ready2order administration:

  1. Go to Office in the Admin Interface
  2. Find the invoice you want to cancel
  3. Click Action on the right side of the line
  4. Select the last sub-item Cancel
  5. Enter a cancellation reason (correction is preselected as reason) and optionally a more detailed description can be added
  6. Confirm the cancellation by clicking Save

You can find more information about cancellations here.

You can find all support articles for readyGo here!
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