Processing a refund

Whether a purchase is made online or in-store, occasional employee errors or dissatisfied customers are inevitable situations. Providing a refund can be an effective way to retain temporarily disgruntled customers and uphold your store's reputation in the local community. This guide will walk you through the process of refunding a part or an entire order using your POS system after a customer has paid their bill. Additionally, it will also cover refunding historic orders, as not every issue is raised immediately.

Refund a whole order 

Accidently hit Fast Checkout? Or, the customer says they’ll pay with cash but then changes their mind and wants to pay with a credit card? To balance your accounting, follow the steps to refund the whole order. 

1. Go to POS and open the left-hand side menu.
2. Click on History.
3. Either, scroll to browse. Or, search for the transaction you want to refund using the date, receipt number or product name.
4. Select the transaction and hit the red Refund Sale button on the bottom-right of the POS screen. 

5. Review the prompt and check the payment type e.g. cash, Tyro, prepaid card. Select Refund Sale in blue in the centre of the screen to confirm.

6. This will now show you the ordered products, Select Refund all to process the refund.

7. Select the payment type to refund to, this will be using the same payment type as the one used for the original payment.

Refund a product “Partial refund”

When an order has been paid for but the customer or a staff member has made a mistake with a dish/drink, you can process a partial refund by following the steps below.

1. Go to POS and open the left-hand side menu.
2. Click on History.
3. Scroll to browse or search for the transaction you want to refund using the date, receipt number, or product name.
4. Select the transaction and hit the Refund Sale button in the bottom-right of the POS screen. 
5. Review the prompt and check the payment type e.g. cash, Tyro, prepaid card. Select Refund Sale in blue in the centre of the screen to confirm.
6. From the Original Sale column, select the product you want to refund. It will move to the To Refund column when it has been selected.  
7. Select Continue to process the refund.
8. Select the payment type to refund to, this will be using the same payment type as the one used for the original payment.

You will see a banner confirming the refund has been successful. 

Pro Tip - Now you know how to enter refunds and voids, you should also look at how to track these using the Refunds Report.

Capture why certain products were refunded during service with Refund Reasons. If you do not have ones - let us know at [e-mail]!