Use this guide when walk-in customers (who do not have an account) need a refund for a POS item.
Refunding out of the POS has no policy structure, so it must be handled by a user with the refund permission enabled.
Refunding steps differ depending on whether the original transaction was processed before or after the registers were closed.
Same-Day Refunds (Registers Not Closed)
Use this process when:
- The refund is for a transaction from the same day, and
- The registers have not been closed yet.
If the ticket has only one item:
Steps for Single-Item Same-Day Refund
1. While viewing the POS grid, select Orders at the top right.
2. Find and select the transaction from earlier that day.
- If the customer has a receipt, enter the ticket number to locate the transaction more easily.
3. On the right side under Payments, select the three dots to the right of the payment and select Void.
- Since the registers are not closed, the payment has not yet processed.
4. Void the ticket.
If there are multiple items on the ticket and only some should be refunded, it is often better to follow the Non Same-Day Refunds process below.
Non Same-Day Refunds (Registers Closed)
Use this process when:
- The registers have been closed, or
- The refund is being processed after the original day’s register close,
- Or the registers were closed partway through the workday (even if it is technically the same day).
Steps for Non Same-Day Refund
1. While viewing the POS grid, select Refunds at the top right.
2. Add the product(s) to the refund ticket:
- Use the grid, search, or a barcode scanner.
- Build the ticket as if you were ringing up the product(s) for sale.
3. Click the green Refund button (in the location where the Pay button normally appears).
4. Refund the payment by cash or credit card:
- For a credit card refund, the customer must tap the card on the card reader or insert it into the chip reader as if making a payment.