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NetPOS provides comprehensive capabilities for handling refunds and reprinting receipts. This guide covers both operations in detail.

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Overview

Refunds and reprints are accessed through the Transactions menu and transaction history screens.

Refunds

Reverse a previous transaction and return funds to the customer’s card

Reprints

Generate duplicate receipts for any past transaction

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Processing Refunds

Refunds allow you to reverse a previous purchase transaction and credit the customer’s card.

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When to Use Refunds

  • Customer returns purchased goods
  • Service was not delivered as expected
  • Transaction was processed in error
  • Customer was overcharged
  • Product was defective or damaged
Refunds can only be processed for approved transactions (response code “00”). Declined transactions cannot be refunded as no funds were debited.

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Refund Process

1

Access transaction history

From the Dashboard:
  1. Tap Transactions tile
  2. Select Reprint (which opens transaction history)
Or from the Transactions menu, navigate to the transaction history view.
2

Find the transaction to refund

Locate the original purchase transaction:
  • Use the History tab to browse recent transactions
  • Use the Search tab to find by amount, card number, or date
  • Tap the transaction to open transaction details
Only approved transactions with response code “00” can be refunded.
3

Initiate refund

On the Transaction Details screen (TransactionDetailsFragment.kt):
  1. Tap the REFUND action button (if visible for the transaction type)
  2. The system validates that the transaction is eligible for refund
Refund eligibility checks:
  • Transaction was approved (response code “00”)
  • Transaction has not already been refunded
  • Refund is within the allowed time window (typically 180 days)
4

Read customer card

The card reader dialog appears. The customer must present the same card used for the original transaction.
For security and verification purposes, refunds must be processed to the same card used for the original purchase. This prevents fraud and ensures funds return to the correct customer.
Card reading process:
  • Insert, tap, or swipe the customer’s card
  • System verifies the card matches the original transaction PAN
  • Customer may need to enter PIN (depends on card and amount)
5

Wait for refund authorization

NetPOS processes the refund:
  1. Sends refund request to payment gateway
  2. Routes through NIBSS to card issuer
  3. Card issuer authorizes the credit
  4. Funds are credited back to the customer’s card
A progress dialog shows “Processing refund…” during this time.
Refund processing uses viewModel.refundTransaction(requireContext()) at TransactionDetailsFragment.kt:157.
6

View refund result

The transaction result dialog appears showing:
  • Refund Status: Approved or Declined
  • Refund Amount: Amount credited to card
  • Original Transaction: Reference to the original purchase
  • Refund RRN: Unique reference for the refund
  • Date & Time: Refund timestamp
If the refund is declined, note the decline reason. Common reasons include:
  • Card issuer unavailable
  • Invalid card (not matching original transaction)
  • Refund already processed
  • Technical error
7

Print refund receipt

Choose receipt delivery method:
  • Print: Thermal printer produces customer and merchant copies
  • Download: Save as PDF to device
  • Share: Share via email, WhatsApp, SMS, etc.
  • SMS: Send receipt details to customer’s phone
Always provide the customer with proof of the refund.

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Refund Receipt Contents

A refund receipt includes:
  • Transaction Type: “REFUND” (prominently displayed)
  • Original Transaction Details: Original RRN, date, amount
  • Refund Details: Refund RRN, date, amount
  • Card Information: Masked PAN
  • Terminal & Merchant Info: Terminal ID, Merchant ID, business name
  • Response Code: “00” for approved refunds
  • Timestamp: Date and time of refund processing

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Partial Refunds

NetPOS currently processes full refunds only. To refund a partial amount, you would need to process a new purchase for the difference amount. Check with your payment processor for partial refund support.

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Refund Time to Settlement

After a successful refund:
  • Immediate: Refund is authorized and logged
  • 1-3 business days: Funds typically appear in customer’s account
  • 5-10 business days: Maximum time for most card issuers
Inform customers that while the refund is processed immediately, it may take several days to reflect in their account depending on their bank.

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Reprinting Receipts

Receipt reprinting allows you to generate duplicate receipts for any past transaction.

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When to Reprint

  • Customer lost their original receipt
  • Merchant copy was misplaced
  • Thermal print faded over time
  • Printer malfunction during original transaction
  • Customer requests email/digital copy

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Reprint Process

1

Access Reprint menu

Method 1 - From Dashboard:
  1. Tap Transactions tile
  2. Select Reprint from transaction menu
Method 2 - From Transaction Details:
  1. Navigate to any transaction in history
  2. Open transaction details
  3. Use reprint action
Some builds (like Wema and Zenith) require a password to access reprint functionality for security. This is configured at TransactionsFragment.kt:58-67.
2

Enter reprint password (if required)

If your build has reprint password protection:
  1. Password entry dialog appears
  2. Enter the reprint password (set in Settings)
  3. Tap Proceed
If the password is incorrect, you’ll see “Password is incorrect” toast message.
The reprint password is configured in terminal settings and stored in shared preferences under PREF_REPRINT_PASSWORD. Contact your administrator to set or reset this password.
3

Select reprint option

The Reprint screen (ReprintFragment.kt) displays options:
  • Reprint One Transaction: Reprint a single transaction (most common)
  • Reprint All Transactions: Bulk reprint (advanced feature)
Tap Reprint One Transaction to proceed.
4

Find the transaction

The transaction history screen opens with action set to HISTORY_ACTION_REPRINT.Browse or search for the transaction:
  • History tab: Scroll through recent transactions
  • Search tab: Search by amount, card, date, or reference number
Tap the transaction you want to reprint.
5

View transaction details

The Transaction Details screen opens showing all transaction information.The screen automatically sets viewModel.setAction(HISTORY_ACTION_REPRINT) to indicate this is a reprint operation.
6

Choose receipt format

The Print Type dialog appears with options:
Prints a customer receipt:
  • Header: “CUSTOMER COPY”
  • All transaction details
  • No signature line
Use this when customer needs a duplicate receipt.
7

Print or share receipt

Based on your selection:
  • Print: Thermal printer produces the receipt
  • Download: Success message shows “File downloaded” with path
  • Share: Share dialog appears with available apps
For SMS receipts, enter the customer’s 11-digit phone number and tap Send.

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Reprint Receipt Marking

Reprinted receipts may include:
  • “REPRINT” watermark: Indicates this is a duplicate
  • Original timestamp: Shows when the original transaction occurred
  • Reprint timestamp: Shows when the receipt was reprinted (in some formats)
This helps distinguish reprints from original receipts for accounting purposes.

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Receipt Storage and PDF Generation

When downloading or sharing receipts:
  1. PDF Layout Initialization: initViewsForPdfLayout() populates receipt template with transaction data (TransactionDetailsFragment.kt:271-275)
  2. PDF Creation: createPdf() generates PDF from the layout (TransactionDetailsFragment.kt:266)
  3. Permission Handling: Storage permission requested if not already granted (TransactionDetailsFragment.kt:258-268)
  4. File Saving: PDF saved to Downloads with descriptive filename
  5. Share Intent: For sharing, PDF file is attached to Android share intent
The process is handled by utility functions in pdfUtils package.

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Bulk Reprint (Advanced)

The “Reprint All Transactions” option allows printing multiple receipts:
Bulk reprint is an advanced feature and may consume significant thermal paper. Use with caution and ensure you have adequate paper stock.
Use cases for bulk reprint:
  • End-of-day merchant copies for all transactions
  • Backup receipts for accounting/audit
  • Batch receipt generation for customer service

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SMS Receipts

Both refunds and reprints support SMS receipt delivery.

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SMS Receipt Process

1

Select Send Receipt

From the receipt dialog, choose the SMS/Send Receipt option.
2

Enter phone number

Type the customer’s 11-digit Nigerian phone number (e.g., 08012345678).Validation:
  • Must be exactly 11 digits
  • Format: 0XXXXXXXXXXX
Invalid numbers show error: “Please enter a valid phone number”
3

Send SMS

Tap Send button. The system:
  1. Formats transaction details as SMS text
  2. Calls SMS API (viewModel.sendSmS() at TransactionDetailsFragment.kt:196)
  3. Sends SMS to the provided number
Progress indicator shows while sending.
4

Confirmation

Success message: “Sent Receipt” (toast notification)The SMS contains:
  • Transaction type and status
  • Amount
  • Masked card number
  • Date and time
  • RRN for reference
  • Merchant information

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SMS Receipt Contents

Example SMS format: 
NetPOS Receipt
Type: PURCHASE
Status: APPROVED
Amount: NGN 5,000.00
Card: ****1234
Date: 03/03/2026 14:30
RRN: 123456789012
[Merchant Name]
Thank you!

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Printer Error Handling

If printing fails during refund or reprint, the Printer Error dialog appears.

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Common Printer Errors

Error: “Printer not connected” or “Bluetooth printer disconnected”Solution:
  • Check printer is powered on
  • Verify Bluetooth pairing
  • Reconnect printer in Settings
  • Ensure printer is in range
Error: “Printer out of paper” or “No paper detected”Solution:
  • Replace thermal paper roll
  • Ensure paper is loaded correctly
  • Check paper feed mechanism
Error: “Printer battery low”Solution:
  • Charge the printer
  • Use while charging if urgent
  • Replace battery if old
Error: “Paper jam” or “Feed error”Solution:
  • Open printer cover
  • Remove jammed paper
  • Reload paper properly
  • Clean paper feed rollers
Error: “Printer busy” or “Print queue full”Solution:
  • Wait for current print job to finish
  • Restart printer if stuck
  • Clear print queue

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Printer Error Dialog Options

When a printer error occurs (TransactionDetailsFragment.kt:238-250):
  • Error Message: Describes the specific problem
  • Send Receipt: Alternative option to SMS the receipt instead of printing
  • Dismiss: Closes the error dialog
The “Send Receipt” option is helpful when the printer cannot be fixed immediately but the customer needs proof of transaction.

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Transaction Action Buttons

On the Transaction Details screen, action buttons appear based on transaction type:
  • REFUND: For approved purchase transactions
  • REPRINT: For all transactions (default action)
  • Pre-Auth Complete: For successful pre-authorization transactions
  • Pre-Auth Refund: For pre-authorizations that need cancellation
The visible button depends on viewModel.selectedAction which is set when navigating to the transaction details.

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Failed Transaction Refunds

You cannot refund a declined or failed transaction. If a transaction was declined (response code other than “00”), no funds were debited from the customer’s card, so there’s nothing to refund.
If a customer insists a declined transaction was charged:
  1. Show them the transaction details with decline code
  2. Advise them to check their bank statement
  3. If their bank shows a debit, it’s likely a pending authorization that will be reversed automatically
  4. Contact your payment processor support if issue persists

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Best Practices

Verify Before Refunding

Always verify the customer’s reason for refund and check your refund policy before processing.

Print Both Copies

For refunds, print both customer and merchant copies for complete audit trail.

Document Refund Reason

Keep notes on why refunds were processed for accounting and dispute resolution.

Secure Reprint Access

Enable reprint password protection to prevent unauthorized access to transaction history.

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Tips and Tricks

If you’ve forgotten the reprint password, you can access reprints via transaction details from the main transaction history (accessed from Dashboard > Transactions > History) without going through the dedicated Reprint menu.
Use PDF download and share features instead of printing when customers prefer digital receipts. This saves thermal paper and is more environmentally friendly.
Use the Search tab with the last 4 digits of the card or the transaction amount for quick lookup instead of scrolling through history.
If a customer disputes that a refund was processed, show them the refund transaction in history with the RRN. They can use this reference with their bank.

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Next Steps

Generate Reports

Learn about End-of-Day reports and reconciliation

Process Transactions

Go back to transaction processing guide

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