If the card is Present (physical card or e-Wallet tap payments):
10 steps to follow:
Go to “Operations” dashboard. Click on payments
Click on the transaction concerned
Click on the 3 dots and then on the “refund by card”
Select the type of refund you want: full bill or personalized amount
Select the PDQ concerned
Input an comment if needed (will be displayed on the PDQ screen)
Click on the black button and validate
Then go the the PDQ, click on “refund”
Present the card (swipe, insert of tap)
Click on yes when asked “signature correct?”
UK ONLY : If the card is Not-Present - From DNA Payments Back Office
4 steps to follow
Go to “POS Payments” on your DNA dashboard.
Select a transaction that’s “Charged”
When the transaction details window appears, select the "Refund" button and fill in the amount you would like to refund either the total or partial refund.
Once the "Refund" button is clicked, you'll see whether the refund was successful on the page for any refunded card transactions. Some Alternative Payment Methods will require additional steps, so please follow these to process the refund.
Important note: refunds made on DNA will not be accounted for on sunday revenue or EOD section, only in the payout section.
US ONLY : Payroc accounts
For Payroc accounts, this refund is processed from the sunday Dashboard, not directly from the payment terminal. The payment status is updated on the terminal after the refund.
Partial refunds cannot currently be processed from the sunday Dashboard. They must be processed through Worldnet by an authorised Admin or Accounting user. Admin and Accounting users should receive access to Worldnet during onboarding and can request or add access for other users as needed.
Please note that voiding a payment on the POS does not automatically refund the payment in sunday. If a payment was voided on the POS, the refund must still be processed separately through sunday or Worldnet, depending on the refund type.
Last Updated: 09/03/2026