How do I reverse a transaction?

Due to fraud that occurred on our devices in the past, we have restricted the option to process reversals on all our devices except a few of our office terminals. As a result, we can only process reversals in house and only during office hours.

If you want to reverse a transaction, submit the following information to accounts@wappoint.co.za as soon as possible so that we may process your transaction reversal.

Transactions processed on devices:
 - A copy of the merchant receipt that shows the exact transaction details
 - The 16-digit card number, CSV number & Expiry date
 - A copy of the bottom of the settlement report indicating in which batch and on which terminal ID the transaction was settled as we will need this to accurately manage the reversal.

Transactions processed on Pocket Pro Devices:
 - A print screen of the transaction information from your transaction history
 - This print screen must confirm the exact date and time stamp, bank reference and Application ID used to process the transaction as we will need this to accurately manage the reversal.

Transactions processed via E-Commerce
 - A copy of the order form received from your website indicating the transaction details OR A copy of the payment confirmation received from your website or VCS indicating the transaction details
 - If you do not have these we will need you to locate the transaction via your login details to the WAPPoint CRM and send us the following info about the transaction: Date, time, amount, trace number, reference number, cardholder details.

Please ensure that your email contains clear instructions for us to reverse the transaction to the cardholder account.

Please note that once a reversal has been processed, the transaction can up to 10 days to reflect into the cardholder account.

Once we receive the above mentioned, we will process the reversal and send you a confirmation by email.

Kindly note that an administrational fee of (R20 + VAT) will be billed to your account. This is to cover bank charges incurred to us because of the reversal.