Nayax MoMa Vending Refunds: Why Requesting and Approving Are Separate Steps

If your vending operation uses Nayax MoMa, a staff member can submit a refund request without that request already being approved. The distinction matters when the person answering the customer is different from the person authorized to approve refunds. This review follows Nayax’s official MoMa refund guide; it is not a report of a WEIMI customer refund or a live payment test.

Check whether the sale is eligible

Nayax lists a logged-in MoMa account with the relevant machine permissions as a prerequisite. Its guide requires the transaction to have a Settled status. Pending or voided transactions cannot be refunded through this workflow, and the Request Refund button appears only on Settled transactions.

Start from the Machines dashboard, locate the correct machine and open Last Sales. Use the search or filters to find the transaction; the guide identifies the last four card digits or product name as search aids. Check the actual sale before selecting Request Refund. A customer’s pending bank entry should not be treated as a settled sale merely because an amount appears on a screen. For the wider complaint investigation, see our charged-but-no-product workflow.

Choose the amount, then submit the request

The published flow offers Full Refund and Partial Refund. The full amount is filled automatically for a full refund; a partial refund requires the amount to return. Nayax describes the partial option as returning part of the payment while the transaction remains active for the remaining balance.

The request includes a refund reason of up to 300 characters and a Send Confirmation to email field, with an option to add recipients. Confirm the amount and intended recipients before submitting. Do not put full card details or unrelated personal information into the reason.

After Request is tapped, Nayax says the transaction changes to Refund Requested. That is a request awaiting approval. It does not mean the customer has received funds.

Assign the approval responsibility

Approval or rejection requires refund approval permissions. Nayax explicitly notes that the approver may be a different user from the requester. The approver reviews Request By, Request Date, Refund Amount, Refund Description and the confirmation email, then selects Approve/Decline Refund.

Approval includes a confirmation dialog and initiates the full or partial refund specified in the request. Declining requires a reason of up to 300 characters; the guide says a declined request leaves the transaction in its original state and returns no funds. Include both roles in the operating handover so a submitted request does not wait unnoticed for someone with the appropriate permission.

Use external-refund records only for an existing external action

The guide also describes a Refund Externally toggle with a photo or document as proof when a refund has already been processed through a third-party system. Nayax says this marks the order as already refunded outside its system and prevents a duplicate refund in MoMa. It is not described as a way to send a second payment. Have the authorized payment team establish what actually happened before choosing this record.

Keep customer updates tied to the confirmed stage

Nayax’s guide says a refund may take up to four business days to appear in the cardholder’s bank account after MoMa approval. Present that as the provider’s published guidance, not a measured result or a universal promise for every payment arrangement. Record the request and approval stage, and use the applicable support route if the outcome remains unresolved. Our refund status evidence guide explains why request confirmation and the customer’s final banking outcome need separate evidence.

For a new WEIMI project, specify the destination, intended payment provider and the staff responsible for customer support when requesting Get My Custom Quote. Confirm the actual provider, account permissions and refund process in the proposed configuration; this article does not establish that every WEIMI machine includes MoMa.