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Home > 2. Using the Register > 3. Pin Debit Payment Method > Conducting a Return with Pin Debit
Conducting a Return with Pin Debit
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Returns are an inevitable part of any retail business, and having a clear and straightforward process for conducting them is essential.


In this guide, we will provide you with step-by-step instructions on how to conduct a return on a Pin Debit transaction, ensuring that you can process debit card returns with ease and efficiency.



Conduct a return on a Pin Debit transaction

Step 1: Start the standard return process in KlickTrack

  1. Locate the transaction and click on it to open the "Sale" modal

  2. On the transaction “Sale” modal, press the “Return” button

  1. Select the items to be returned on the “Return Sale Items” modal

  2. Press the “Return” button


Step 2: Terminal Selection

  • If you are a dispensary with multiple pin debit terminals set up, you must select the same terminal used to complete the sales transaction. 

  • If you only have one terminal set up, the system will use it by default.


⚠ Important Note

You must select the same terminal that was used for the sales transaction or Spin will be unable to locate the sale and the void request will be aborted.


If you are unable to utilize the same terminal, then please complete the return from your Spin merchant portal.

Step 3: Return information is sent to the terminal

Once a terminal is selected, the register will connect to the terminal and send the return information.

Step 4: Customer enters their debit card information

Switch to the terminal and have the customer tap, swipe or insert the card they used for the initial sales transaction.

  • You can also enter the card information manually by pressing the “Enter card” button on the terminal.

Step 5: Processing the return

The terminal will send the return request to the payment processor.

Step 6: Return confirmation

Once the confirmation response is received:

  • The terminal will show a confirmation screen.

  • The KlickTrack user will be shown the “Items Returned” sale modal

  • The return receipt will be printed.

    • This receipt will contain all of the necessary references you need to marry up the information in your Spin portal with your KlickTrack reports, including the Spin transaction ID.


Troubleshooting a Pin Debit Return

In this section, we’ll go over common errors that could occur during a return and provide you with information on how to resolve these issues quickly.


The information below covers common issues related to returns, but other errors can occur. If you can't find your issue below, please check out our "Troubleshooting Pin Debit" article, which covers a broader array of potential errors. 


Error Message Potential Cause & Error Resolution
Unable to find transaction

Potential Cause:

This error generally occurs when the terminal selected for the return action is different from the one used for the sale transaction.


How to Resolve:

  • Restart return process

  • When prompted, select the terminal that was used for the sales transaction

  • If that terminal is unavailable, you will need to complete the return in the Spin merchant portal.

Card mismatch

Potential Cause:

This error can occur when the customer taps / swipes / inserts a different card for the return than the one used for the sales transaction.


How to Resolve:

Have the customer insert / swipe / tap the same card used for the sales transaction.

Invalid Reference ID




Request cannot be completed

Potential Cause:

  • This error can occur if the return transaction was processing when it was interrupted or encountered an error for whatever reason (i.e., the internet connection dropped, the terminal powered down, etc.).
  • After this error is received, subsequent attempts to complete the return will likely result in a repeat of the same error message, as Spin will not permit KlickTrack to send through the same reference ID again. (The reference ID is assigned to a cart during the checkout process, and thus the ID cannot be updated during a void or return.)

How to Resolve:

If you receive this error, you will need to complete the return in the Spin merchant portal.

Payment Terminal is currently busy 




Terminal in use

Potential Cause:

The terminal is unable to receive the transaction information because it is currently busy for whatever reason, including:

  • The terminal is not on the idle screen to receive the request.
  • The terminal is busy processing a transaction.
  • The terminal had not completed the previous request when the transaction request was sent.

How to Resolve:

  • Check that the terminal is on the idle screen. When idle, the terminal screen will say “listening for transaction.” Or
  • Wait for the terminal to finish the previous request before trying to complete the void again.

Payment Terminal Not Found




Register Not Found

Potential Cause:

The terminal is not active and/or cannot be found. This could be due to the following:

  • The terminal or the register is not connected to the internet.
  • The terminal is not powered on.
  • The terminal is broken or experiencing some level of hardware failure.

How to Resolve:

  • Check that the terminal is powered on and has a stable internet connection.
  • Turn the terminal off and then back on again.
  • If the terminal appears broken, please contact Spin support for the next steps in replacing a broken terminal.

Connection time out




This transaction has timed out

Potential Cause:

The request was sent to the terminal, and, for whatever reason, the terminal did not respond in time. The payment terminal sends a default time-out response after 120 seconds of inactivity.


Potential causes of the time out:

  • User did not take the required action on the terminal before the default time-period expired.

  • The terminal lost connection to the internet while conducting the action.
  • The terminal momentarily lost power during the return process.
  • Spin cannot connect to either device and / or experienced a momentary issue during the connection process.

How to Resolve:

  • Check that you have a stable internet connection and that your terminal and register are connected.
  • Check to make sure that your terminal is connected to a power source.
  • Turn the terminal off and turn it back on again.
  • Make sure to complete any required steps on the terminal before the default time-period expires.
  • If none of the above provide error resolution, we recommend contacting Spin support to assess if there is an issue on their side.
An unknown failure has occurred

Potential Cause:

Unknown failures can be caused by many things, including a system time-out, a dropped internet connection, a momentary hardware error, etc.


How to Resolve:

Try completing the return on the same terminal again. If you receive this error a second time, we recommend checking your internet to ensure it’s not experiencing an outage.


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