> ## Documentation Index
> Fetch the complete documentation index at: https://docs.munchi.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# How to Process a Customer Refund in the Viva Dashboard

> Learn how to refund a customer transaction directly in the Viva merchant dashboard when a POS refund was not used or is unavailable.

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.

<Note>
  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.
</Note>

## Process a Refund in Viva

<Steps>
  <Step title="Log in to your Viva account">
    Go to [accounts.vivapayments.com](https://accounts.vivapayments.com/) and sign in with your Viva credentials.
  </Step>

  <Step title="Open Sales Transactions">
    In the side menu, select **Sales**, then click **Sales Transactions**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Review the transaction details">
    Click the **Info** button next to the transaction to verify the details — amount, date, and payment method — before proceeding.
  </Step>

  <Step title="Initiate the refund">
    Once you've confirmed the transaction is correct, click **Refund**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Confirm the refund">
    Click **OK** to submit the refund. The amount will be returned to the customer's payment method.
  </Step>
</Steps>

<Tip>
  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.
</Tip>