Useful Information

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.

Caterer refund portal quick guide

Parent requests a refund on SCOPAY
Caterer logs in to the Caterer refund portal

1. Parent functionality on SCOPAY

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.

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.

2. 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).

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

b. Approve a refund request

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

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

The parents will receive a notification that the refund has been completed and will appear on their payment card shortly.

c. Auto-approve all refund requests

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

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.

Select Yes to confirm decline.

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

The parent will receive a notification that the refund has been declined with the reason entered by the caterer.

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).

On the catering portal:

Select Add request (top right)
Select the School and Account
Enter the Refund amount
Select Submit
Select Approve

f. Failed refunds

This example refund failed as the payment card has expired – another refund method will need to be used.

This example refund has been partially made (£2 of the £6 requested). When would this happen?

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.

Click on a row to see the message.

Select Acknowledge once actioned and a message will be displayed. The line will disappear from the Manual intervention screen.

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 currently displayed on the screen.