For merchants who need to process a refund / credit to a customer’s card but cannot find the transaction in the Transaction List, a non-referenced credit can be performed. It works in a similar way as a refund transaction.
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Go to Terminal App and tap on left drop-down menu
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Tap on the "NON-REF REFUND” option
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Enter the amount and tap on the “REFUND” button and swipe/insert card as you normally would