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Cancellation service #1 in New Zealand
Cancel Smartpay: Easy Method
What is Smartpay
Overview
Smartpay is a New Zealand payment and point-of-sale service provider that offers merchant terminals, network connectivity and pay-later functionality for businesses.
Who uses it
Merchants use Smartpay for card acceptance, terminal rentals and payment processing, while consumers interact via transactions processed by those merchants.
Key functions
Smartpay provides terminal hardware, settlement services and merchant dashboards/APIs for order management and refunds.
How to cancel Smartpay
Cancel via Merchant Dashboard or API
- Merchants: log in to the Merchant Dashboard or use the API to cancel uncaptured or partially captured orders when using manual capture.
- If available, follow documented order-management steps on the Smartpay docs: Order management (Smartpay docs).
When capture is automatic
- If payments are automatically captured, you cannot cancel the order; the merchant must issue a refund instead.
- Merchants should use the refund flows in the Dashboard, API or POS to return funds.
Other cancellation routes
- App Stores: there is no public Smartpay cancellation flow via the App Store or Google Play - users are typically referred to contact the merchant directly.
- Written notice: to give formal notice, post to Smartpay Limited, PO Box 100490, North Shore Mail Centre, Auckland 0745, New Zealand.
What happens when you cancel
Access and account status
When a merchant cancels services or an order is cancelled (manual capture), Smartpay updates the order status in the Dashboard and API.
Merchant access to order-management functions continues until the contract terms and settlement obligations are completed.
Recurring charges and renewals
Recurring terminal rental or network fees depend on the merchant agreement and billing cycle; cancellation effects on future charges are governed by the contract.
Check your Merchant Facility Terms or contract for any minimum term, notice periods or early-termination charges.
Data and records
Transaction and refund records remain available in the Dashboard for reconciliation and regulatory purposes per Smartpay’s data-retention practices.
Download receipts, settlement reports and contract copies before finalising cancellation for your records.
Will I get a refund?
Who issues refunds
Smartpay processes refunds only when instructed by the merchant via the Merchant Dashboard or API.
Smartpay merchant fees are non-refundable; only transaction funds are returned according to merchant instructions.
How refunds are returned
- Once the merchant issues a refund, Smartpay reflects it immediately on the user’s Smartpay account.
- Funds are returned to the original card or via BankDirect the next business day; it can take up to 14 business days to appear in your account.
POS (Zii) refunds
- Clerks can perform refunds on Zii POS screens by selecting the transaction and choosing refund by portion, items or payment.
- Follow on-screen prompts to enter a reason and confirm the refund; see the Help Centre for step-by-step guidance: Performing refunds (Smartpay NZ Help Centre).
Smartpay plans and pricing
Pricing overview
Smartpay publishes a mix of promotional and tailored plans; exact merchant-service fees often depend on card mix and individual negotiation.
Below are representative plans and typical features based on published examples.
| Plan | Price | Period | Features |
|---|---|---|---|
| Low Cost Tap & Pay | NZ$0 terminal rental, NZ$0 network fee; merchant service fee variable | Monthly | Terminal included, multi-carrier SIM connectivity, predictable pricing, 24/7 NZ support |
| 12-Month Free EFTPOS Rental (on 36-month term) | NZ$0 rental for first 12 months; thereafter depends on terminal and term | Monthly | Free terminal rental first 12 months when signing 36-month lease |
| Smartpay Basic (cafe example) | NZ$35 + GST per month (terminal); NZ$20 per month (network); ~1.1% credit card fee | Monthly | Separate terminal and network fees; typical merchant credit card rate |
Your consumer rights in New Zealand
Applicability of the Consumer Guarantees Act (CGA)
Smartpay’s Merchant Facility Terms state that merchants are in trade and the CGA does not apply to the agreement between Smartpay and merchants.
See the Merchant Facility Terms for exact wording: Merchant Facility Terms (Smartpay NZ).
Cooling-off period and statutory rights
There is no published evidence that Smartpay offers a statutory 14-day cooling-off refund right beyond the merchant’s standard return/refund policy.
If you are a consumer transacting with a merchant, your return/refund rights are typically governed by that merchant’s policy and applicable consumer law.
Customer experiences
Positive feedback
Some merchants report good hardware and support; for example a Trustpilot reviewer praised customer service, the Android A920 terminal and fast settlement.
Reported positives include simple terminals, good battery life and supportive signup experiences: Trustpilot (Smartpay NZ).
Negative feedback
Other merchants have reported poor service experiences in informal forums, indicating mixed satisfaction across customers.
Examples include Reddit posts noting reliable machines but concerns about support and service responsiveness: Reddit discussion.
Takeaway
Overall feedback is mixed - hardware is often praised while support experiences can vary by merchant and region.
Consider trialling service and checking contract terms before committing to long-term rentals.
Documentation checklist
Essential items to have ready
- Merchant account login details for the Smartpay Dashboard or API credentials.
- Transaction ID or receipt for the payment you want cancelled or refunded.
- Copy of your merchant contract or Merchant Facility Terms showing fees and notice periods.
Supporting evidence
- Proof of purchase (receipt or invoice) and terminal serial number if hardware is involved.
- Written cancellation or refund request (email or mailed notice) including dates and reasons.
- Bank or card statement entries if needed for reconciliation after refund processing.
Common mistakes
Assuming app stores can cancel Smartpay
Many users expect App Store or Google Play to handle cancellations. Smartpay does not provide a public cancellation flow via app stores; users should contact the merchant.
Missing transaction references
Failing to provide a transaction ID or receipt slows refunds and cancellations. Always record and supply the exact transaction details.
Expecting merchant fees to be refunded
Merchants should note Smartpay’s merchant fees are non-refundable; only transaction amounts are returned to customers when a refund is issued.
Comparative recap
Quick comparison
The table below summarises key differences in cancellation and refund handling across common Smartpay routes.
| Route | Where to initiate | Allowed when | If already captured | Typical refund speed |
|---|---|---|---|---|
| Merchant Dashboard / API (Manual capture) | Merchant Dashboard or API | Uncaptured or partially captured orders can be cancelled | Partial captures may be adjusted; captured funds require refund | Refund reflected immediately in Smartpay; bank/card may take up to 14 business days |
| Merchant Dashboard / API (Automatic capture) | Merchant Dashboard or API | Orders cannot be cancelled after automatic capture | Merchant must issue a refund instead of cancellation | Refund reflected immediately in Smartpay; bank/card may take up to 14 business days |
| App Store / Google Play | No public Smartpay cancellation via stores | Users are referred to contact the merchant directly | Merchant must process refund if applicable | Subject to merchant action and bank processing times (up to 14 business days) |
After cancelling
Check refund status and bank statements
After the merchant issues a refund, confirm the Smartpay account shows the refund and check your card or bank statement up to 14 business days later.
If the refund does not appear within the expected timeframe, contact the merchant first for confirmation and a refund reference.
Help, documentation and support links
- Order management overview (Smartpay docs): en.docs.smartpay.co
- Refund FAQs: How will I receive my refund?
- How to process a refund (merchant guidance): How do I process a refund?
- POS refunds help: Performing refunds (Help Centre)
Address
Postal address for written notices
Send formal cancellation notices or correspondence to:
Smartpay Limited, PO Box 100490, North Shore Mail Centre, Auckland 0745, New Zealand.
Practical advice
When sending written notice, include your merchant ID, contact details and copies of any relevant transaction receipts.
Keep a copy of the posted notice and use a tracked postal service if you need proof of delivery.
Verify a sent letter
Already sent a letter? Enter its tracking number to see its proof of dispatch and certified timestamp.
Written by Levi Cooper
eIDAS legal expert · 4 years experience
Lawyer specialized in digital trust services and the eIDAS regulation, I have been helping individuals and businesses send legally binding certified mail for 4 years.