How to process a refund on a CommBank EFTPOS terminal

Refunds on card transactions must be returned to the same account used for the original sale, where that account can be identified.

The refund process may be different depending on the terminal type you are using.

Terminal user guides can be found on the EFTPOS & Merchant Support page, then select View all user guides.

All refunds over your designated refund limit will require approval by contacting us on 1800 230 177

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.