When your customer needs a refund for an order, you can process it in just a few steps via the Tyro portal. This guide walks you through retrieving the order identifier in SparrowHub and completing the refund transaction in Tyro using a few simple steps.

Once you have the Tyro's reference code for the order:

Step 1

Visit the Tyro Portal at tyro.gateway.mastercard.com/ma.

Step 2

From the menu, choose Search, then select Orders and Transactions.

Within Tyro's search and filters section:

Step 1

Set the From date to your customer's purchase date or earlier. This ensures the search covers the order period.

Step 2

Paste the Tyro reference code you copied from SparrowHub into the search bar.

Step 3

Hit Search to locate the transaction. This will narrow down the search results to a single transaction.

Step 4

Press View to open up the transaction details.

With the correct transaction open:

Step 1

From the dropdown in the top right corner of the page, press Actions and then select Refund.

Step 2

Enter the amount you would like to refund the customer in the Refund Amount field.

Step 3

Press Refund.

Within the Transactions section of the page, you should now see a new line item that indicates the refund has been processed successfully.
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After processing a refund in the Tyro portal, it's important to update the corresponding order in SparrowHub. This ensures there's a record of the refund within your internal systems and prevents any confusion or double-handling across staff members.

For orders that have already been marked as closed:

Step 1

Go to the Closed Orders section in SparrowHub.

Step 2

Search for the order using the order number or any other piece of identifying information (e.g. the customer's phone number or name).

Step 3

Once you've located the correct order, press the three dots in the top-right corner of the order tile.

Step 4

Select Add Notes.

Step 5

In the notes field, include a short message indicating that a refund has been processed via Tyro, the amount that was refunded, the date it occurred and the staff member that processed the refund.

For orders that are still listed as open:

Step 1

Go to the Open Orders section in SparrowHub.

Step 2

Search for the order using the order number or any other piece of identifying information (e.g. the customer's phone number or name).

Step 3

Once you've located the correct order, press the three dots in the top-right corner of the order tile.

Step 4

Select Manual Override to move the orders into the closed order list.

Step 5

In the notes field, include a short message indicating that a refund has been processed via Tyro, the amount that was refunded, the date it occurred and the staff member that processed the refund.

You can view all of your refunds and search for refunds by setting the Order Status filter to Refunds within the search interface.

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Unfortunately, no. Tyro sends the refund to your customer's card issuer immediately. You will have to create a new charge for your customer.