Issue standalone refunds via your paired point of sale.
You can process unmatched refunds directly from your POS when integrated with Zeller via Linkly, with the request flowing straight to your Zeller Terminal. This saves time and keeps records aligned between your POS and Zeller Dashboard.
What is an unmatched refund?
An unmatched refund is a refund that isn’t tied to a past sale. It creates a new, standalone refund in your Zeller Dashboard.
Unmatched refunds are helpful if the original transaction can't be located, if you need to fix an overcharge from a different system, or if you want to issue a goodwill refund.
Since the refund is not linked to a previous sale, you do not need the original receipt or card. You can use any valid debit or credit card to process the refund.
Please note: Standard Zeller refund balances still apply.
Before you start
Check that:
- Your POS is integrated with a Zeller Terminal via Linkly (Cloud or On-Premise)
- Your POS version supports unmatched refunds
- Refund capability is enabled on your Zeller Account
- The Zeller Terminal is powered on and connected
How to process an unmatched refund
- Start the refund in your POS
- Open the refund or return menu
- Select the option to refund without linking to an original sale
- Enter the refund amount and confirm
- Customer presents card on Zeller Terminal
- The terminal will display “Refund” and the amount
- Ask the customer to tap, insert, or swipe their card
- Confirm refund
- Zeller Terminal displays a confirmation once processed
- Your POS may also show a success message
- A standalone refund record appears in your Zeller Dashboard with the External Reference ID provided by your POS
Things to keep in mind
- Linked transactions: This feature won’t mark a past Zeller sale as refunded - it always creates a new transaction. Use the External Reference ID to match records in your POS.
- Connectivity: Ensure all network cables and Wi-Fi connections are secure. Your Zeller Terminal should be idle, powered on, and connected. Restart the terminal and POS if needed.
- Declines: Refunds can be declined if the card issuer blocks it, the amount exceeds your refund limit, or the card type doesn’t support refunds (e.g. some gift / prepaid cards). Ask the customer to try another card or contact our Support team if issues continue.
- Sync delays: If a refund succeeds on the terminal but isn’t marked complete in your POS, check for the record in Zeller Dashboard and update your POS manually. Contact your POS provider if this happens often.
- POS support: Not all POS providers support unmatched refunds. Contact your POS provider’s support team to confirm compatibility with Zeller via Linkly.