Mistakes happen, and sometimes a sale has to be refunded. How you do it depends on when the sale was made and which payment provider your card machine belongs to.
Which option applies to you?
| Situation | What to do |
|---|---|
| Card sale made today, before the End of Day / Settlement | Refund or void it from the Fortis POS app on your machine (full refund) |
| Card sale made on a previous day | It can't be refunded from the machine. Email your payment provider (contacts below) |
| Cash or transfer payment, any date | Refund it from the Fortis POS app |
Refund from the Fortis POS app (same-day card sales and cash sales)
- Log in to the Fortis POS App.
- From the main screen, open Sales.
- Find the transaction. Use the search icon and enter the receipt or transaction number, or search by date, amount or the last 4 digits of the card.
- Open the sale and tap Refund at the bottom of the screen.
- Confirm the refund details and tap Refund.
- For card payments, tap the same card used for the original payment.
- For cash payments, confirm that the money has been returned to the customer.
- The POS device prints the refund receipt. Tap Finish.
- The sale status changes to Refunded.
Refund a card sale from a previous day
A card sale from any day before today can't be refunded from the Fortis POS app or the card machine. Email your payment provider so they can process it:
| Card machine | Contact |
|---|---|
| Network International | MerchantHD@network.ae, or call 800 4448 |
| Mercury / Shukria | support.shukria@mercury-pay.com |
| Paymob | support@paymob.com / globaltechsupport@paymob.com |
| NeoPay | mbmerchant@mashreq.com |
Include in your email:
- date of the transaction
- Merchant ID (MID)
- card number (last 4 digits)
- auth code
- transaction amount
- refund amount
If you'd prefer, send these details to Fortis Support and we'll raise it with your provider.
Cash payment refunds
Cash payments can be refunded at any time from the Fortis POS app.
Need more help?
For void failures, submit a request or chat with Fortis Support with the transaction ID. For refunds missing from your bank payout, see Bank settlements: delayed, missing or short.