Managing Voids and Refunds in ECR-Integrated Terminal

Overview

For Maya Terminals integrated with Electronic Cash Register (ECR), payment transactions may need to be voided or refunded due to user requests or post-settlement adjustments.

Understanding when and how to handle each case prevents double-charging, reconciliation errors, and merchant disputes.

Voids in ECR-Integrated Terminal

A Void is the cancellation of a completed but unsettled transaction.

Voiding removes the transaction from the settlement batch, preventing it from being charged to the cardholder.

When To Void

Use void when the transaction was just approved on the same day and has not yet been settled.

Impact

• The amount will not be charged to the cardholder.
• The transaction will not appear in the merchant’s settlement report.

How to Void

To avoid settlement issues, Maya recommends voiding transactions through the Maya Terminal.

1. On the Maya Terminal, go to Transaction Menu → Void.
2. Select the transaction to void (based on trace number or last transaction).
3. Confirm the void action.
4. Wait for the terminal to print the VOID RECEIPT.
   • Keep a copy for reconciliation.

Refunds in ECR-Integrated Terminal

A Refund returns the amount of a previously settled transaction to the cardholder.

Crediting of refunds are not instant; processing time depends on the issuing bank.

When To Refund

Use the refund when:

• The transaction has already been settled.
• The cardholder requests a reversal after the posting date.
• A pricing error or overcharge occurred.

How to Process a Refund

Refunds are processed manually through Maya Business Support.

1. Contact Maya Business Support
   • Call the Maya Business Support hotline.
   • Request to initiate a refund for a specific transaction.
2. Prepare Refund Documentation
   • Complete the Refund Form.
   • Provide the following details:
     • Transaction date and time
     • Transaction reference number
     • Merchant ID
     • Amount to refund
     • Reason for refund
3. Submit via Email
   • Have the authorized merchant representative endorse the signed refund form.
   • Send it to [email protected].
4. Await Processing
   • Maya Support will validate and process the refund.
   • The issuing bank will credit the refunded amount back to the cardholder.

FAQs

Q: Can I void a transaction after settlement?

A: No. Once settled, only a refund can be processed.

Q: Can I perform a partial void?

A: No. Only full voids are supported. Use refund for partial returns.

Q: How long does a refund take?

A: Refund processing time varies depending on the issuing bank (usually 3–15 business days).

Q: Can I retry a cancelled transaction immediately?

A: Yes, once the issue (timeout, invalid amount, or card error) has been resolved.

Next Steps

• Verify all transaction statuses in your ECR logs and Maya Business Manager daily.
• For refund and settlement issues, contact [email protected].