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2. Select Export,

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Watch this short video to see how it works (use the Full screen button if necessary and press Esc when finished):

We recommend that you read through all sections of the guide below or use these links to jump to specific sections:

Request a refund on SCOPAY
Log in to the Caterer refund portal
Approve a refund request
Auto-approve all refund requests
Decline a refund request
Generate a refund request on behalf of the parent or school
Failed refunds
Manual intervention
Export to Excel

The parent logins in to SCOPAY via a browser or the SCOPAY app.

On SCOPAY the parent can view their child’s cashless catering balance.

If the child has a credit balance, the parent can request a refund for the full amount or a partial amount.

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The Available refund amount might be less than the account balance for either of the following reasons:

• Some of the balance was paid with cash or cheques (not via SCOPAY)

• Some of the balance was paid by a different parent/carer

Once submitted, the refund request will display on SCOPAY as pending approval.

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The caterer logs in to the Caterer refund portal https://services.scopay.com/management (username and password will be provided by Tucasi).

The dashboard will display any refund requests and can be filtered by
School, Transaction status and/or Date range

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Select Approve to process any refunds (the current balance will be checked during the approval process).

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A message will be displayed to confirm that the refund has been approved.

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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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 There is an option for caterers to Auto-approve all refund requests. 

To set this up:

• Select Settings (top right)

• Select Auto-approve all refund requests

• Select Save

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Any refunds will automatically be processed and the parent will receive a notification.

On the catering portal, the refund will be displayed, but there will be no action to take.

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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Select Yes to confirm decline.

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A message will be displayed to confirm that the refund has been declined.

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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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