I have credited too many meal vouchers to a beneficiary – how can I adjust their balance and get a refund?

To recover an overpayment of meal vouchers and trigger a refund, submit an adjustment request from your admin area.

1. Step 1: Log in to your meal voucher programme admin area.
2. Step 2: In the meal voucher programme, find the relevant recipient under Meal vouchers > Recipients.
3. Step 3: Open the recipient’s profile, then click on Adjust balance.
4. Step 4: In the balance adjustment window, enter the number of meal vouchers to recover.
5. Step 5: For the meal voucher refund request, select the face value from the available options.
6. Step 6: To receive the refund in your company’s bank account, enter your company’s IBAN.
7. Step 7: Click Submit request to send the balance adjustment request.

Within 10 days, you’ll receive the funds in your company’s bank account. A credit note, which serves as an accounting document, will also be available in the My refunds tab.

If the Adjust balance button doesn’t appear, the recipient has less than one meal voucher in their account. In this case, a balance adjustment isn’t possible. You’ll need to deduct the relevant number of meal vouchers from your next order.

The amount you can recover may also be limited to the number of meal vouchers still available in the recipient’s account. Meal vouchers that have already been spent cannot be recovered.

You can track the progress of a meal voucher balance adjustment request from the Recipients tab. The process depends on the recipient’s status.

If the recipient is still part of your workforce:

1. Step 1: Open the Recipients tab.
2. Step 2: Find the relevant recipient and open their profile.
3. Step 3: Open the Adjust balance menu to view the status of the refund request.

If the recipient has been removed from your workforce:

1. Step 1: Open the Recipients tab.
2. Step 2: In Filter, tick only Account deactivated.
3. Step 3: Find the relevant recipient’s profile.
4. Step 4: Open the Adjust balance menu to view the status of the refund request.

Two statuses may appear for a meal voucher balance adjustment request:

• The status Awaiting refund authorisation means the refund request has been received.
• The status An error has occurred means the request was unsuccessful. In this case, please contact support.