Terminal Void / Refund Concerns

Cancelled

Terminal Model: Sunmi PAX PAX Lite

If the transaction is shown as CANCELLED in the receipt, do not honor the transaction. The transaction might have been voided or interrupted while being processed.

Change mode of payment / Double Charge

Terminal Model: Sunmi PAX PAX Lite

The customer paid already using QR/Card but decided to pay via cash/installments with other card issuers, cash, or installment using another Acquirer or ACQ. What is the refund process for this?

Card Transactions

1. If a physical card was used for the transaction, call the Maya Business Support hotline , to manually refund the money.
2. Fill out the refund form providing the details of the transaction. Have the authorized merchant representative to endorse the refund form via email to [email protected]

QR PH Transactions

For QR Ph transactions, the merchant may process the refund request in the Maya Business Manager . If the merchant’s refund button is not enabled in Maya Business Manager, they can have it manually processed through the same process of Card Transactions above.

Incorrect amount

Terminal Model: Sunmi PAX PAX Lite

The cashier has processed an incorrect amount and the customer already paid for it.

Two Types of Errors:

1. Overpayment

   The customer paid more than the correct amount and will need to be refunded with the variance amount.

   Please follow the refund request process (see refund process of [Change of Mode of Payment]())

2. Underpayment

   The customer has not paid the total amount of the transaction and will require the customer to pay the variance amount.

   This is discouraged to force post transactions since this will expose both the merchant and Maya to chargeback risks. It is recommended that if the merchant has contact with the cardholder, they can refund the transaction with the wrong amount, and then ask the cardholder to redo the transaction with the correct amount.

Partial refund

Terminal Model: Sunmi PAX PAX Lite

1. Call the Maya Business Support hotline , to manually refund the money.
2. Fill out the refund form providing the details of the transaction. Have the authorized merchant representative to endorse the refund form via email to [email protected]

Refund Deposit (Refund Crediting to Customer’s Account)

Terminal Model: Sunmi PAX PAX Lite

It is the cardholder’s issuing bank’s responsibility to credit back the refunded amount to the cardholder, once the refund has been processed by Maya or by the merchant.

No QR SMS Notification

Terminal Model: Sunmi PAX PAX Lite

1. Check if your phone has enough battery and network signal.
2. Check if the phone’s inbox is full. Delete older messages if necessary.
3. You may also write down the transaction reference number from your customer’s QR wallet app and check the transaction in your Maya Business Manager.
4. Maya QR Ph transactions are recorded in Maya Business Manager in real-time.

Failed Status - Online Payment (Failed in portal but settled to Merchant) / Due to Downtime

Terminal Model: Sunmi PAX PAX Lite

1. Call the Maya Business Support hotline , to manually refund the money.
2. Fill out the refund form providing the details of the transaction. Have the authorized merchant representative to endorse the refund form via email to [email protected]

Declined card transaction

Terminal Model: Sunmi PAX PAX Lite

If the amount was deducted from the cardholder’s account despite the transaction being declined, advise the cardholder to report and call their bank for the return of their money reversal (the turnaround time depends on the bank.)

Card pending reversal

Terminal Model: Sunmi PAX PAX Lite

Do not honor a transaction that is indicated as PENDING REVERSAL. The Maya Terminal device is trying to void the transaction due to an error encountered during processing. Repeat the transaction to remove the error.

Void Transaction

Terminal Model: Sunmi PAX PAX Lite

Void transactions directly from the Maya Terminal.

For QR transactions

Void transactions through the Transaction List in your Maya Business Manager . Partial voiding cannot be done. You need to wait for the following day to have the transaction processed as a refund instead. Partial refunds can be done through your Maya Business Manager as well.