Documentation

Refunds

Record a refund on an order that has been paid, in the POS app or in Web admin.

What a Refund Does

A refund is a record: which order, which items, how much, why, and how the money went back. It is saved straight away with the status Processed.

What a Refund Does Not Do
  • It does not move money. Hand the cash back yourself, or reverse the card payment on your card machine.
  • It does not change the cash drawer. See Effect on the Cash Drawer.
  • It does not change the order. The order keeps its status and its paid amount.
  • It does not put stock back.
  • It cannot be edited or cancelled afterwards. Check the items and amount before you confirm.

To cancel an order that is not completed yet, void it instead: see Void an Order. To cancel a completed order and put its stock back, use Void completed order in Web admin: see Orders in Web Admin.

Who Can Refund

Where Rule
POS app If you have permission to refund orders, the refund window opens directly. If you do not, a manager must authorize first: the app shows Process Refund, the manager taps their name under Select Manager, types their PIN and taps Authorize.
POS app, refunds over 50.00 The refund window also shows a Manager PIN field, unless you have permission to approve refunds. The Refund button stays disabled until the field is filled in.
Web admin You need permission to view orders to open the order, and permission to view refunds to create a refund or open the Refunds list. Web admin does not ask for a manager PIN.

Permissions and manager PINs are set up in Users and Roles.

Refund in the POS App

The Refund button only appears on an order that is Completed and has a payment.

  1. Open Orders and tap Today's Orders
    Completed orders are not on the Active tab.
  2. Tap the order, then tap Refund
    The Process Refund window opens. If the app asks for a manager first, see Who Can Refund.
  3. Choose Full Refund or Partial Refund
    • Full Refund: refunds the whole amount paid on the order.
    • Partial Refund: tick the items to refund. Each ticked line is refunded in full, at its whole quantity. Refund Amount shows the total of the ticked lines.
  4. Choose the Refund Reason
    Customer request, Wrong item delivered, Quality issue, Order cancelled, Double charge, Item unavailable, Price adjustment or Other. For Other, type the reason in Specify reason.
  5. Choose the Refund Method
    Tap Original Payment, Cash or Store Credit to record how the customer gets the money back.
  6. Add notes if you want
    Additional Notes (Optional) is saved with the refund.
  7. Tap the Refund button
    The button shows the amount. The app confirms the refund and prints a refund receipt.
Custom Amount Tab

The window has a third tab, Custom Amount, where you can type an amount. The refund record is still built from the items on the order, not from the amount you type. To refund part of an order, use Partial Refund. To refund part of an item's quantity, use Web admin.

Refund in Web Admin

Web admin lets you choose the quantity to refund for each item.

The Create Refund page in Web admin: the order's items with tick boxes, Refund Qty and Reason on the left, Refund Details, Refund Summary and the Create Refund button on the right
Create Refund in Web admin: tick the items, set the quantity and reason, choose the type and method
  1. Open Point of Sale > Order History
    Find the order and tap its number or the eye icon.
  2. Tap Refund
    The button is at the top of the order page. It appears when the order has a payment and is not Cancelled. The Create Refund page opens.
  3. Tick the items to refund
    Ticking an item fills Refund Qty with the quantity ordered. Lower it to refund only part. The tick box in the table header selects every item.
  4. Choose a Reason for each ticked item
    Wrong Item, Cold Food, Late Delivery, Quality Issue, Customer Changed Mind, Comp / Free Item or Other. A notes line opens under each ticked item for more detail.
  5. Set Refund Type and Refund Method
    Refund Type is Refund, Comp or Return. Refund Method is Cash, Card, Original Payment Method or Store Credit.
  6. Check Refund Amount and tap Create Refund
    Refund Amount is the refund quantity times the price of each ticked item. After saving, the refund's own page opens with its refund number.
The Refund Details box with the Refund Type and Refund Method lists
Refund Details: the type of refund and how the money goes back

Where Refunds Are Listed

In Web admin, open Point of Sale > Refunds. The list shows the refunds of the branch you are working in, whether they were made in the POS app or in Web admin.

The Refunds page in Web admin with a search box, status, type and date filters, and an empty table with the columns Refund #, Date, Order #, Type, Amount, Status and Actions
The Refunds list in Web admin, here before any refund has been recorded
  • Columns: Refund #, Date, Order #, Type, Amount and Status.
  • Filter with the search box, the status list, the type list (Refund, Comp, Return) and the two date fields, then tap the search button.
  • Tap the refund number or the eye icon to open the refund. The page shows the refunded items with their reasons, the notes, the type, method, date, order number and customer.

The POS app has no list of refunds. A refunded order stays in Today's Orders with the status Completed.

Effect on the Cash Drawer

A refund is not written to the cash drawer. The drawer's expected amount stays the same, even when the refund method is Cash.

If you take cash out of the drawer to pay the customer back, record it so that the count at the end of the day matches:

  1. In the POS app, open Cash Drawer and tap Pay Out
    Enter the amount you handed back.
  2. Choose the reason Other
    Type the refund and order number in Specify Reason.
  3. Confirm
    Tap the Remove button, which shows the amount.

See Cash Management for pay-ins and pay-outs.

Troubleshooting

There Is No Refund Button in the POS App

  • The order must be Completed. A paid order that is still open shows Complete and Void instead.
  • The order must have a payment.
  • Look on the Today's Orders tab. Orders from earlier days are not shown in the POS app: refund them in Web admin.

There Is No Refund Button in Web Admin

The order has no payment, or it is Cancelled.

"Please select at least one item to refund"

On Create Refund in Web admin, no item is ticked, or the ticked items have a Refund Qty of 0. Tick an item and set a quantity.

"Failed to process refund"

The POS app could not save the refund. Check the connection and try again. Before you retry, look in Point of Sale > Refunds in Web admin to make sure the first attempt was not saved.

"Refund receipt print failed"

The refund is saved; only the printout failed. Check the receipt printer: see Printers and Receipts.

"No managers with PINs are configured for this branch. Please contact an administrator."

No manager of this branch has a PIN. A manager must set one before they can authorize refunds. See Users and Roles.

"Invalid PIN. Please try again." or "Account locked due to too many failed attempts."

The manager's PIN was typed wrongly. After too many wrong attempts that manager is locked: tap Change and choose another manager, or try again later.

Next Steps

Taking Orders

Find orders, complete them, and void orders that are still open.

Cash Management

Record cash taken out of the drawer and count it at the end of the day.