To improve platform security and protect all merchants, Oolio has disabled the unreferenced refunds functionality. To remove risk, all refunds must be be linked to a specific transaction. This prevents fraud and unauthorised refunds.
How to issue referenced refunds?
You can perform refunds through either the POS system, the Pinpad or Oolio Merchant Portal.
Option 1: Refund via Standalone Pinpad (Full Refunds Only)
Requirements:
-
Transactions passcode (to view transaction history)
-
Refunds passcode (to initiate refund)
- The customer’s card is not needed again. The refund is performed directly to the card that had been used for the sale transaction.
Steps:
-
Go to Transactions > History on your terminal
-
Enter Transactions passcode
-
Select the relevant transaction
-
Tap Refund, enter Refunds passcode
-
Confirm the full refund
NOTE: Partial refunds are not supported on the pinpad.
Option 2: Refund via Oolio Merchant Portal (Full or Partial)
FOR STANDALONE AND INTEGRATED PINPADS
Requirements:
-
Refund functionality must be enabled on your account (contact Support if unsure)
-
NOTE: All portal users can issue refunds (role restrictions coming soon)
Steps:
-
Log into the Oolio Merchant Dashboard
-
Navigate to the Transactions section
-
Search by transaction ID, date, or amount
-
Click Refund, then choose:
-
Full refund
-
Partial refund
-
-
Confirm the refund
Be aware that if the refund functionality is enabled, any user who has access to the Oolio Merchant Portal can action a refund. To request for this feature to be enabled reach out to support.pay@oolio.com.
What are unreferenced refunds?
Unreferenced refunds allow a user to issue a refund without selecting a specific transaction. While convenient, they carry significant risk, including:
-
Internal misuse: e.g., refunding to personal or unrelated cards
-
Lack of traceability: no record of the sale that led to the refund
-
Increased fraud exposure in high-volume businesses with multiple staff
To mitigate these risks, we’ve moved to referenced refunds-only, where refunds can only be issued by finding and selecting the original sale.
Can I perform refunds for MOTO transactions?
Yes, a transaction that has been taken via the Moto functionality can be refunded in the same way as described above.
Can I continue to use unreferenced refunds?
Yes — but only by request, and you will be required to:
-
Accept full liability for any fraudulent or unauthorized use
-
Acknowledge the risks in writing
-
Contact Support to enable the feature
We do not recommend this unless your business has very specific needs and strong internal controls.
If you need help accessing your transaction history, enabling refunds, or updating passcodes, our Support team is ready to assist.