A guest paid, the machine did not credit, or they bought the wrong package. You do not need to wait on a bank dispute. Cashless refunds live in your ArcadePay dashboard transaction report.
Here is the operator-safe way to find the right charge and refund it.
Refund a Cashless Payment
- Open your ArcadePay dashboard
- Go to Reports → Transactions
- Set Group By to Transactions if you are not already on that view
- Open the Cashless tab — refunds only apply to card and digital wallet payments
- Find the transaction (machine name, time, and amount are the fastest filters)
- Open the ⋮ menu on that transaction
- Choose Refund Payment
The refund goes back through the original payment method. Cash or coins dropped into the machine cannot be refunded from the dashboard.
Finding the Right Transaction
Before you refund, match at least two of these:
- Machine name or location
- Approximate time
- Dollar amount
- Anything on the guest’s receipt or payment confirmation
If several similar charges sit next to each other, open each line and confirm before you tap Refund Payment. Once issued, treat it as final from the operator side.
When “No Pulse” Means Refund
Sometimes the payment clears but the machine never takes the credit. In Reports → Transactions → Cashless, that line can show No Pulse. That usually means the charge succeeded and the pulse to the machine did not fire (often a brief cellular blip at the exact moment of payment).
For the guest: refund that cashless transaction, then optionally send a free play or a corrected package once the machine is healthy again. For prevention: check the machine’s signal reading in Machines (target 15+, ideally 20+) and move the antenna outside the metal cabinet if signal is low.
What You Cannot Refund Here
- Cash / coins — physical money in the mech is outside the dashboard
- Someone else’s operator account — you only see transactions on machines under your login
If you cannot find the charge after checking Cashless and the date range, email ops@arcadepay.app with the machine name, approximate time, amount, and any receipt details. We can help locate it.
The Takeaway
Cashless refunds are self-serve: Reports → Transactions → Cashless → ⋮ → Refund Payment. Confirm machine, time, and amount first. Cash stays in the cabinet — only card and wallet charges reverse from the dashboard.
Stuck on a missing transaction or a No Pulse line? Email ops@arcadepay.app and include the machine name, time, and amount.
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