When a customer wants to return an item or a transaction needs to be corrected, you can process a refund directly from the Point of Sale. Refunds can be full (all items returned) or partial (only selected items).
Permission required: Your account needs refund permissions to see the Refund button. If it is missing, ask your manager to review your permissions in the Management portal under User management.
How to process a refund
Step 1 – Open Order History
From the main sales screen, tap the Order History button (the clock/history icon in the top navigation bar). A list of recent orders appears.
Step 2 – Find the original order
Scroll through the list or use the Search field to locate the transaction. You can search by order number, customer name, or amount.
Tap the order to open it and see its full details.
Tip: If you cannot find the order in the POS history, look it up in the Management portal under Orders. See Order management.
Step 3 – Start the refund
With the order open, tap the Refund button. A list of all items in the original order appears, each with its price.
Step 4 – Select items to refund
Choose which items to include:
-
Full refund: Tap Select all to include every item in the original order.
-
Partial refund: Tap only the specific items the customer is returning. You can also adjust the quantity for each item if needed.
When your selection is correct, tap Continue.
Step 5 – Choose the refund method
Select how the refund will be paid back to the customer:
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Original payment method – Returns the amount via the same method used originally (for example, back to the customer's card).
-
Cash – Hand the refund amount in cash from the register.
For card refunds, the customer will be asked to tap or insert their card on the payment terminal so the reversal can be processed.
Step 6 – Confirm and complete
Review the refund summary (items and total amount), then tap Process refund. Follow any prompts on the payment terminal if applicable.
A confirmation screen appears once the refund is complete. The refund is automatically recorded in the order history. You can print a receipt or send a digital receipt to the customer from this screen.
Full refund vs. partial refund
|
Type |
When to use |
What happens |
|---|---|---|
|
Full refund |
The customer returns all items from the transaction |
The complete transaction amount is reversed |
|
Partial refund |
The customer returns only some items, or a price correction is needed on specific items |
Only the selected items are reversed; the rest of the order stays unchanged |
Troubleshooting
|
Problem |
What to do |
|---|---|
|
The Refund button is not visible on an order |
Your account may not have refund permissions. Ask your manager to check your role in User management. |
|
Cannot find the original order in POS history |
Search for it in the Management portal under Orders. Older orders may no longer appear in the on-device history but remain searchable in Management. |
|
Payment terminal does not respond during a card refund |
Make sure the terminal is powered on and connected. Restart it if needed and try again. See Terminal management for pairing steps. |
|
Refund shows as failed |
The card issuer may have declined the reversal. Ask the customer to contact their bank, or offer cash as an alternative refund method. |
|
Refund was processed but the customer has not received the money |
Card refunds can take 3–5 business days to appear on the customer's statement, depending on the bank. The refund confirmation in the POS confirms the reversal was submitted successfully. |
For a step-by-step video walkthrough, see How to do a refund in the Instruction Videos section.