Refund a payment made on a card machine or in the iKhokha app

Refunds are completed in the iK Dashboard, not in the iKhokha app.

Check the refund requirements

Make sure you have the correct sale before you start the refund. Have the customer's receipt or payment details ready and check the amount, payment date and reference against the transaction in Sales History.

Refunds come out of your pending payouts. If your pending payouts don't cover the refund amount, the refund won't go through.

Apple Pay payments can't be refunded in the iK Dashboard.

Find the payment in Sales History

1. Sign in to the iK Dashboard.

2. Open Sales History.

3. Find and open the payment you want to refund.

4. Check the amount, payment date and reference to make sure you have the correct sale.

5. Select Refund.

Refund the payment

1. Choose the refund option shown for the payment.

2. If the iK Dashboard asks for an amount, enter the amount you want to return.

3. Complete any other refund details requested.

4. Check the refund amount and original transaction again.

5. Confirm the refund.

Keep the transaction reference for your records and for any customer query.

Check the refund status

Return to Sales History and check the transaction for the updated status. The customer's bank or card issuer controls how long it takes for the money to reflect after the refund has been issued.

If you can't refund the payment

If Refund is not available, check that you selected the correct transaction and that your pending payouts cover the refund.

Apple Pay payments can't be refunded in the iK Dashboard. If the refund is still unavailable after these checks, contact iKhokha Support on 087 222 7000 or support@ikhokha.com with the payment date, amount and transaction reference.

If the issue is a declined or failed payment rather than a refund, see Why a payment was declined or failed.