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If a refund was not processed at the point of sale, you can initiate it directly through the Viva merchant dashboard. This method gives you full control over the refund amount and lets you attach a reference note for your records — useful for tracking partial refunds or refunds processed after the fact.
This guide covers refunds initiated in the Viva merchant dashboard. If the original transaction was taken on your Munchi POS and the terminal session is still available, you may be able to process the refund directly from the POS instead. Use this Viva flow when a POS refund was not completed or is no longer possible.

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Process a Refund in Viva

1

Log in to your Viva account

Go to accounts.vivapayments.com and sign in with your Viva credentials.
2

Open Sales Transactions

In the side menu, select Sales, then click Sales Transactions.
3

Find the transaction

Locate the transaction you want to refund by:
  • Filtering by the appropriate date range, or
  • Using the advanced search for more specific filters such as amount or card details.
4

Review the transaction details

Click the Info button next to the transaction to verify the details — amount, date, and payment method — before proceeding.
5

Initiate the refund

Once you’ve confirmed the transaction is correct, click Refund.
6

Enter the refund amount and reference

In the window that opens:
  • Enter the refund amount (this can be the full or a partial amount).
  • Add a reference note to describe the reason for the refund.
7

Confirm the refund

Click OK to submit the refund. The amount will be returned to the customer’s payment method.
Always add a descriptive reference note when processing a refund — for example, “Refund: 2 donuts”. This makes it easy to match the refund back to the original order when reviewing your transaction history later.