Refunds for Transactions made at either the Front Desk or the ShopPoP self - pay Kiosk should be conducted through ImpulsePoint at the Front Desk
For Room Charge Transaction Refunds, please navigate to the Sell Screen in ImpulsePoint. Add the item to return to the Shopping Cart, select the Return Icon on the lower left side of the screen. Select Room Charge and enter the guest’s room number, select Get Guests, and complete transaction. This will credit the Guest’s Folio.
For Cash Transaction Refunds, Add the item to return to the Shopping Cart, select the Return Icon on the lower left side of the screen. Select Cash, determine if the item is re-sellable, and select Apply. This will complete the Return portion only…
You will then go into your PMS to post the return and refund the money to the guest.
Regarding Credit Card Transactions please navigate to the Sell Screen in ImpulsePoint. Add the item to return to the Shopping Cart, select the Return Icon on the lower left side of the screen. Select Credit Card, determine if the item is re-sellable, indicate the credit card type, and select Apply. This will complete the Return portion only…
You will then go into your PMS to post the return and follow your local policy for refunds at the property.
The process of refunding monies to the relevant credit card can solely be facilitated through the designated credit card processor associated with your respective hotel, such as Elavon, Shift4, and NMI. You will need to differentiate between a credit card return through your Lodging System (PMS) and your Kiosk, as they travel through different credit card processors.
Furthermore, only a Manager possessing access to the credit card processors' website is authorized to initiate a refund.
Should you require assistance in identifying your credit card processor, please don't hesitate to contact our Retail Success Manager, who will guide you through the process. Alternatively, you can determine the processor by inspecting the credit card terminal's face.