How-to Issue a Refund via Pineapple

Owned by Mitchell Gralak
May 17, 2021
1 min read

This is a step by step guide on how to issue a refund using the Pineapple virtual terminal.

Before issuing a refund for the first time, please contact Pinapple Payments (412-235-7235 ext. 2) or email Help@pineapplepayments.com to ensure proper use of the Pineapple virtual terminal.

Step-by-step guide

  1. In order to refund or void a transaction in Transax, you will need to locate the original transaction that needs to be corrected.

  2. After logging in, go to Reports > Transaction Reports.

  3. On the search page, enter any search parameters to locate the transaction (ex: date, last 4 of card, etc.). Click Search.

  4. Once you have located the transaction, click on the magnifying glass icon to see the Transaction Details.

  5. From the Transaction Details page, select either Refund or Void.

    1. Void cancels a transaction that has not settled and is most likely the best option, if available.

    2. If the transaction has settled, the only option will be to Refund.

  6. On the next page, Transax will prompt you to confirm the amount of the refund.

    1. The default amount is the full transaction amount but this can be adjusted for a partial refund as necessary.

  7. Select Process Transaction.

  8. If you have any questions, you can contact Pinapple Payments (412-235-7235 ext. 2) or email Help@pineapplepayments.com.

Source: https://pineapplesupport.force.com/planetpineapple/s/article/How-do-I-Refund-Void-in-Transax