Make It Right in a Minute: Refund a Guest's Cashless Payment from Your ArcadePay Dashboard

Every operator runs into it sooner or later: a guest walks up and says their payment did not give them a play. How you handle that moment decides whether they shrug and leave or come back next weekend. The good news is that you can make it right yourself, straight from your ArcadePay dashboard, in about a minute.

Here is a simple routine you can use every time.

Step 1: Gather Three Details

Before you open the dashboard, ask the guest (or note from their message) three things:

  • Which machine they played
  • About what time they paid
  • How much they were charged

If they have a receipt, even better. Those details let you find the exact payment quickly and refund the right one.

Step 2: Find the Payment

  1. Open your ArcadePay dashboard.
  2. Go to Reports, then Transactions.
  3. Set Group By to Transactions if needed.
  4. Open the Cashless tab.
  5. Match the machine name, time, and amount.

Refund Payment option in the ArcadePay transaction report

Step 3: Refund It

Open the ⋮ actions menu on that transaction and choose Refund Payment. That is it. The guest is taken care of, and you did not need to call anyone.

Good to Know

  • Cashless only. Refunds in the dashboard apply to card and digital wallet payments. Cash inserted directly into the machine cannot be refunded there.
  • See a line marked No Pulse? That means the guest was charged but the machine did not credit. Refund that one for the guest, then take a quick look at the machine's cellular signal (aim for 15 or higher, ideally 20+) and make sure the antenna sits outside the metal cabinet.
  • Cannot find the charge? Send us the machine name, approximate time, amount, and any receipt details, and we will help track it down.

The step-by-step help page lives at Refund A Payment.

The Takeaway

A fast, friendly refund turns a small hiccup into a reason for a guest to trust your machines. Gather the machine, time, and amount, find the payment in the Cashless tab, and refund it from the actions menu. One minute, and your guest leaves happy.

Questions about a specific transaction? Email ops@arcadepay.app with the machine name, time, and amount, and we will help.

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