> For the complete documentation index, see [llms.txt](https://docs.spiroq.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.spiroq.com/en/guides/navody/troubleshooting/vraceni-penez.md).

# Refunds and vouchers

The customer paid and the goods were not dispensed, or only part was dispensed.

## Cash

The coin changer returns the money itself. A voucher is not offered. When the change fails, there is a record on the **Errors** tab in that machine's detail.

## Card through an MDB terminal

When **the machine dispenses nothing**, it tries to cancel the payment. The customer sees a message that the money was returned.

When **part of the cart is dispensed** and part is not, the customer gets a choice:

* **Voucher** — the customer enters an e-mail on the machine screen. An e-mail arrives with a code for the amount of the undispensed items, optionally with a bonus (set in the Hub at Settings → Operator → **Compensation voucher bonus**). The code then appears in the Hub on the **Discount codes** page, and in the sale detail.
* **Refund request** — the display shows a QR code to the support page. Nothing arrives in the Hub at that moment, until the customer submits the form — then the request appears in the Hub on the **Support requests** page.

The voucher amount is calculated from the catalog price, not from the number the machine sends. When the product is not in the catalog, a voucher is not created for it.

When the e-mail with the voucher does not go out, the sale detail shows the failure status and a button to send it again. The amount is calculated again.

## SumUp Solo

When nothing is dispensed and the payment is closed, the customer gets a message that the money will come back. They do not have to fill anything in.

When only part is dispensed, a voucher is offered, or a refund of the rest. The Hub refunds the rest against SumUp, and there is no support QR on the display. The status is in the sale detail. A failed refund can be repeated from the detail.

## A request from the form

In the Hub, on the **Support requests** page, open a refund request. After the refund is handled, you can keep the request status here for your own overview (New, In progress, Resolved, Rejected).