How to process a refund on a CommBank EFTPOS terminal

You must process the refund on the same card used to make the purchase, except if that card has expired, was lost, stolen or cancelled.

To process a refund, follow these steps (you may need to check your terminal guide for more specific instructions):

1. Enter the refund amount on the terminal
2. Choose Other for the payment type then Refund 
3. Enter your manager’s or cashier’s passcode then tap Enter
4. Tap, insert or swipe the card or tap the mobile to receive the payment. The customer may need to enter their PIN
5. A merchant receipt will print then you can choose to Print a customer receipt, or choose No thanks to skip and go back to the Payment screen.

You may need to apply for a refund limit increase or contact us to get help processing the refund.

To apply for a refund limit increase, download and complete the Refund limit change request form (PDF 527KB).

If you have a Smart terminal, you may be eligible to update your refund limits on the CommBank app. Go to your merchant account on the app, then tap on Manage then Refund limits.

Check out our Troubleshooting guide or Message us in the CommBank app with the following information ready:

• Terminal ID (located at the top of your merchant receipt)
• Trading name
• Trading address
• Trading phone number

Take a look at our Merchant support hub or call 1800 230 177 any time.