Kiosk
How can staff assist with transaction issues?
Handling Payment Issues
A quick reference for staff on what to do when a customer has a transaction problem at the kiosk.
💳 Card Declined
The customer's card was rejected. No money was taken.
- Let the customer know no charge was made
- Ask them to try again or use a different card
- If it fails again, they'll need to contact their bank
⚡ Payment Error or Timeout
It's unclear whether the charge went through.
- Ask the customer: "Did you receive a receipt?"
- Yes → Do not charge again. Note their contact info and escalate to your manager
- No → They can try paying again
- If in doubt, always assume money was charged — never run the payment twice
💰 Customer Wants a Refund
Only managers with Cloud access can process refunds.
- Direct the customer to a manager
- The manager logs into cloud.mashgin.com → Transactions
- Find the transaction, click Refund, and confirm
- Let the customer know refunds take 3–5 business days to appear
Refunds are permanent and cannot be undone. Double-check before confirming.
📞 When to Escalate to Mashgin Support
Contact support if:
- A refund fails or shows an error
- You can't find the transaction in Cloud
- The customer claims they were charged twice
- The kiosk shows a persistent error message
🔗 Related Articles
Need help? Contact support at 📧 help@mashgin.com or call (855) 475-0889
Did this answer your question?
😞
😐
🤩