Refunds & Comps Guide

Processing refunds, comps, and managing customer returns in your restaurant.

Watch: Refunds & Comps Guide (5 min)

Understanding Refunds & Comps

The refund system allows you to handle various scenarios where customers need compensation:

Different types of refunds and comps — Choose the appropriate refund type for each situation

Type	Description	Common Use Cases
Refund	Return money to customer for paid items	Wrong order, cold food, late delivery, quality issues
Comp	Free item given to customer at no charge	VIP guest, complaint resolution, manager discretion
Return	Physical item returned (for future retail use)	Packaged goods, merchandise

Refund vs Void

Refund: Used after payment has been processed - returns money to customer.
Void: Used before payment - cancels items without any money exchange.

Initiating a Refund from an Order

The most common way to process a refund is directly from the order that needs adjustment.

Navigate to the Order

Go to POS > Orders and find the order you need to refund. Click on the order to view details.
Click the Refund Button

On the order details page, click the Refund button. This button only appears for paid orders that haven't been cancelled.
Select Items to Refund
- Check the boxes next to items you want to refund
- Use "Select All" to refund the entire order
- When you check an item, the full quantity is auto-filled
Adjust Quantities (if needed)

For partial refunds, adjust the "Refund Qty" to be less than the original quantity.
Select Refund Reason
Choose a reason for each item:
- Wrong Item - Incorrect item delivered
- Cold Food - Food temperature issue
- Late Delivery - Delivery took too long
- Quality Issue - Food quality problem
- Customer Changed Mind - Customer no longer wants item
- Comp / Free Item - Complimentary item
- Other - Other reasons (add notes)
Select Refund Method
- Cash - Cash refund from drawer
- Card - Refund to customer's card
- Original Payment - Same method used to pay
- Store Credit - Credit for future use
Add Notes (Optional)

Add any additional notes about the refund for record-keeping.
Create Refund

Review the refund total and click Create Refund.

Refund Workflow & Approval

Depending on your system settings, refunds may require manager approval:

Refund workflow showing approval stages — Refunds may go through an approval process

Status	Meaning	Actions Available
Draft	Refund created but not submitted	Edit, Submit, Cancel
Submitted	Waiting for approval	Approve, Reject
Approved	Approved, ready to process	Process
Rejected	Refund was denied	View only
Processed	Refund completed, money returned	View only

Quick Refunds

Small refunds below the approval threshold are processed immediately without requiring manager approval. The threshold is configured in your tenant settings.

Processing Comps

Comps are free items given to customers. They work similarly to refunds but don't involve money exchange.

Comp processing screen — Process comps for VIP guests or complaint resolution

When to Use Comps

VIP guests or loyalty program rewards
Resolving customer complaints
Manager discretion for good customer relations
Birthday specials or promotional items

Creating a Comp

Start Refund Process

Follow the same steps as a regular refund from the order.
Select "Comp" Type

Choose Comp as the refund type.
Select Reason

Choose "Comp / Free Item" as the reason or select another appropriate reason.
Add Notes

Document why the comp was given (e.g., "VIP customer", "Manager approved").

Comp Tracking

All comps are tracked and reported. Excessive comps may flag for review. Always document the reason for comps.

Refund Methods Explained

Different refund payment methods — Choose the appropriate refund method

Method	Description	Cash Drawer Impact
Cash	Physical cash given back to customer	Decreases drawer balance
Card	Credit/debit card refund	No impact (processed via payment gateway)
Original Payment	Refund to same method customer used to pay	Depends on original method
Store Credit	Credit added to customer's account	No immediate impact

Refund Reports

Track all refunds and comps with detailed reports:

Report	Shows
Refund Summary	Total refunds by date range, reason breakdown
Refund Detail	Individual refund transactions with full details
Comp Report	All complimentary items given, by staff member
Reason Analysis	Refund reasons breakdown to identify patterns

Troubleshooting

Refund Button Not Visible

Order must have a payment (paid amount > 0)
Order cannot be cancelled
You may not have refund permissions - contact your manager

Refund Requires Approval

Refund amount exceeds the automatic approval threshold
Contact your manager to approve the refund
The refund will be in "Submitted" status until approved

Card Refund Not Processing

Verify the original transaction was a card payment
Check if the card refund window has passed (typically 90-180 days)
Ensure payment terminal is connected and functioning
Consider issuing store credit or cash refund instead

Best Practices

Tips for Efficient Refund Processing

Act quickly: Process refunds promptly to maintain customer satisfaction
Document everything: Always add notes explaining the refund reason
Verify before processing: Double-check items and amounts before confirming
Follow approval chain: If unsure, escalate to a manager
Keep customer informed: Let them know the refund timeline (card refunds may take 3-5 business days)

Documentation