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      Process Unmatched Refunds with Oracle Symphony POS

      Issue standalone refunds via Symphony POS.

      To process an unmatched refund, begin the refund in Oracle Symphony POS. The Zeller Terminal will then prompt the customer to present their card, allowing you to complete the refund through Zeller.

      What is an unmatched refund?

      An unmatched refund is a refund that is not connected to a previous sale. It creates a new, standalone refund record in your Zeller Dashboard.

      Unmatched refunds are helpful if the original transaction isn’t found in Symphony, 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 Oracle Symphony POS is integrated with Zeller Terminal via Oracle Payment Cloud Service
      • Your Symphony version supports blind/unreferenced refunds
      • Refund capability is enabled on your Zeller Account
      • The Zeller Terminal is powered on and connected

      How to process an unmatched refund

      1. Start the refund in Symphony
        • Open the refund / return menu in your POS.
        • Select the option to refund without linking to an original sale. 
        • Enter the refund amount and confirm.
          Steps may vary depending on your Symphony setup. If you’re unsure, check with your Oracle support partner.
      2. Customer presents card on Zeller Terminal
        • The terminal will display “Refund” and the amount. 
        • Ask the customer to tap, insert or swipe their card. 
      3. Confirm refund
        • Zeller Terminal displays a confirmation message once processed
        • Symphony finalises the return. 
        • A new refund record is created in your Zeller Dashboard, with an External Reference ID from Symphony to use for reconciliation

      Things to keep in mind

      • Linked transactions: This process won’t mark a past Zeller sale as refunded. Instead, Symphony provides an External Reference ID so you can match records between systems.

      • 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 may be declined if the card issuer blocks it, the amount exceeds your refund allowance, or the card type doesn’t support refunds. Try a different card, or contact our Support team if the issue continues.
      • Sync delays: If a refund is successful on the terminal but doesn’t complete in Symphony, check the refund record in your Zeller Dashboard and manually update Symphony. Contact your Oracle support partner if this happens regularly.