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For schools using external caterers alongside Tucasi’s SCOPAY, parents are able to request refunds for unused cashless catering funds via SCOPAY. The caterer can then authorise such refunds via the Caterer refund portal. |
1.
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Parent functionality on SCOPAY
The parent logins in to SCOPAY via a browser or the SCOPAY app.
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Once submitted, the refund request will display on SCOPAY as pending approval.
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2.
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Caterer functionality on the Caterer refund portal
a. Log in to the Caterer refund portal
The caterer logs in to the Caterer refund portal (username and password will be provided by Tucasi Support).
The dashboard will display any refund requests and can be filtered by
School, Transaction status and/or Date range
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b. Approve a refund request
Select Approve to process any refunds (the current balance will be checked during the approval process).
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The parents will receive a notification that the refund has been completed and will appear on their payment card shortly.
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c. Auto-approve all refund requests
There is an option for caterers to Auto-approve all refund requests.
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On the catering portal, the refund will be displayed, but there will be no action to take.
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d. Decline a refund request
If necessary, select Decline and enter a reason – the reason is used to notify the customer.
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The parent will receive a notification that the refund has been declined with the reason entered by the caterer.
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e. Caterer generates a refund request on behalf of the parent or school
The caterer is able to generate a refund on behalf of the parent (if the refund has been requested by phone or other method, probably by the school).
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- Select Add request (top right)
- Select the School and Account
- Enter the Refund amount
- Select Submit
- Select Approve
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f. Failed refunds
This example refund failed as the payment card has expired – another refund method will need to be used.
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This example refund has been partially made (£2 of the £6 requested). When would this happen?
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g. Manual intervention
The caterer can select Manual intervention to view any refund requests that need acknowledging by them. A list of items will be displayed with the Action Acknowledge.
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Select Acknowledge once actioned and a message will be displayed.
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h. Export to Excel
If the caterer requires a list of the refunds requested and/or processed, with the relevant data displayed, select the Export report (top right of the screen) to generate a csv file of what is displayed on the screen.
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