Hi,
We have our ICRTouch terminals connected to PaymenseSense card terminals.
ICRTouch 2016 V2.66.4 (6642)

I customer bought a product for £17.99, then changed his mind and decided to swap if for one at £14.99.
This resulted in a refund of £3.00 which the clerk attempted to refund to the customers card, however, ICR seems to have sent the transaction to the EFT terminal as a charge. The clerk cancelled the transaction and (IIRC) refunded cash instead. This appears to be a bug? If not are we doing something wrong?

PS. I appreciate refund mode might make more sense, but things get confusing when it's a transaction like this because the replacement item then has to be put through with the refund button.

Journal
---
Charlotte W REFUND ID#1
THURSDAY 8 JUNE 2017 12:00 055421
#2407005017992
-1 Planter 17.99 £-17.99 T5
CANCEL £17.99
SALE FINALISED, ID: 1055421
MODE CHANGE, REG MODE (12:01)
SALE ID: 1055422
Charlotte W REG ID#1
THURSDAY 8 JUNE 2017 12:01 055422
REFUND
#2407005017992
-1 Planter 17.99 £-17.99 T5
Wrong Item
#2407005014991
1 Planter 14.99 £14.99 T5
SUBTOTAL £-3.00
SUBTOTAL £-3.00
SUBTOTAL £-3.00

0 No
TOTAL _£_-_3_._0_0
CREDIT CARD £3.00
_C_H_A_N_G_E £6.00

RATE NET TAX
T5 Plants £-2.88 £-0.12
SALE FINALISED, ID: 1055422
SALE ID: 1055423
Charlotte W REG ID#1
THURSDAY 8 JUNE 2017 12:03 055423
NO SALE £0.00
SALE FINALISED, ID: 1055423
SALE ID: 1055424

EFT.log
---
08/06/2017 11:58:47 : transaction start for 1|1167|0|1055420|0|1|1|0|
08/06/2017 11:58:58 : transactionResponse was authorised
08/06/2017 12:01:41 : transaction start for 1|300|0|1055422|0|1|1|0|
08/06/2017 12:02:12 : transactionResponse was authorised
08/06/2017 12:06:41 : transaction start for 1|-1799|0|1055426|0|1|1|0|
08/06/2017 12:07:12 : transactionResponse was NOT authorised
08/06/2017 12:11:58 : transaction start for 1|10498|0|1055428|0|1|1|0|
08/06/2017 12:12:25 : transactionResponse was authorised

Trace.log
-----
08/06/2017 11:58:58 Sending result to till: 1 1167 0 0
08/06/2017 11:58:58 Sending message: 1|1167|0|0 to 197060
08/06/2017 12:01:41 Starting Sale
08/06/2017 12:01:41 Terminal Status callback - PresentCard
08/06/2017 12:01:50 Terminal Status callback - PleaseWait
08/06/2017 12:01:59 Terminal Status callback - Connecting
08/06/2017 12:02:00 Terminal Status callback - ConnectionMade
08/06/2017 12:02:03 Terminal Status callback - Approved
Sale completed
Status: Authorized
08/06/2017 12:02:12 Sending result to till: 1 300 0 0
08/06/2017 12:02:12 Sending message: 1|300|0|0 to 197060
08/06/2017 12:06:41 Starting Sale
08/06/2017 12:06:42 Terminal Status callback - PresentCard
Sale completed
Status: Cancelled
08/06/2017 12:07:12 Sending result to till: 0 0 0 0
08/06/2017 12:07:12 Sending message: 0|0|0|0 to 197060
08/06/2017 12:11:58 Starting Sale
08/06/2017 12:11:59 Terminal Status callback - PresentCard
08/06/2017 12:12:07 Terminal Status callback - PleaseWait
08/06/2017 12:12:14 Terminal Status callback - Connecting
08/06/2017 12:12:14 Terminal Status callback - ConnectionMade
08/06/2017 12:12:18 Terminal Status callback - Approved
Sale completed
Status: Authorized

You have to do it in refund mode.

As Robo said. The Refund status key is NOT a proper refund. It's a VOID. That's why there is a REFUND mode on ICR.

However... If you have ICR and PSConnect integration then you must be using a dealer, so why not ask them?

And if you've bought all this from a dealer but you aren't paying support then you're fooling yourself with false economy I'm afraid.

Oh... And upgrade your software to the latest, there's been some major fixes since 6642

S1mon wrote:As Robo said. The Refund status key is NOT a proper refund. It's a VOID. That's why there is a REFUND mode on ICR.

However... If you have ICR and PSConnect integration then you must be using a dealer, so why not ask them?

And if you've bought all this from a dealer but you aren't paying support then you're fooling yourself with false economy I'm afraid.

Actually it's a transaction key, and is a refund as it can be set to affect stock.
The reason it is like that is to stop large amounts being refunded accidentally (or on purpose :p )

Yeah, but you know what I mean. A proper refund should be done in refund mode, that's why it exists.