Refund a settled sale

Once a sale has been paid, you refund it from the Records screen — the device's list of past sales.

1. 1

   Open Records

   On the terminal, open Records. This is the list of sales the device has taken. You can search and filter it (by date, amount, and status such as Approved, Refunded or Part refunded). If your venue has a late business day set (for example, the day starts at 03:00), Today and Yesterday follow it — a sale taken at 01:00 still counts as last night's. If you have staff sign-in switched on, each sale also shows who took it, and All filters → Staff narrows the list to one person — handy when someone is asking about a sale they served.

2. 2

   Open the sale

   Tap the sale you want to refund to open its detail.

3. 3

   Choose what to refund

   Pick a payment to refund, then choose how much: the whole transaction (the full remaining amount), a custom amount you type in, or specific items — tick the lines you want to add up, and the amount is worked out for you. For a sale paid in more than one part (a split bill), there's no single "whole order" button — refund one payment at a time ("Refund this payment"), since each part of a split may have gone through on a different card.

4. 4

   Confirm

   Confirm the refund. The device submits it right away and updates the sale's status to Refunded or Part refunded so you and the customer see it immediately.

What the customer experiences

• Refunds go back to the original card used for the sale. You can't redirect a card refund to a different card from the device.
• The customer doesn't need to be present with their card for a settled refund — it's returned to the card that paid.
• Confirming a refund submits it — the sale's status updates straight away, but the money moving back to the card happens a short while after, the same way a card sale is authorised before it fully settles. See Refund problems if a refund's status doesn't match what actually happened.
• Once submitted, a refund can take a few days to appear on the customer's statement; that's their bank's processing time. See Refund problems.

Cash sales

On the till, a sale paid in cash is refunded from the same Records screen, with the cash coming out of the drawer. The rest of this page is about card refunds; for how cash refunds fit in overall, see Refunding a cash sale.

• Where the button is. Open the sale. A sale paid wholly in cash has Refund cash · £x at the bottom of its detail. On a split bill, each cash payment has its own Refund cash · £x on its payment card. The amount shown is what's still left to refund in cash.
• Choose what to refund — the whole transaction, a custom amount, or specific items. For specific items you set how many of each line to refund (one of three pints, say); items already refunded are shown and can't be refunded twice.
• Pick a reason. The till asks Why is it being refunded? and won't go on until you choose one. The choices are your wastage reasons plus Customer refund. You can add a note.
• Nothing to waste? If your venue wastes refunded items automatically and you're refunding items (not a custom amount), the same step shows Nothing to waste — put back in stock. Switch it on when the item comes back unused — an unopened packet of crisps, say. That refund puts the items back in stock and records no wastage. The line under the switch always tells you which will happen. Switching it on before you've picked a reason picks Customer refund for you. If your venue puts refunded items back in stock already, the switch isn't shown: nothing is wasted anyway.
• Confirm. The till records the refund first. Only once it's recorded does the cash drawer open — hand the amount the till shows back to the customer. If the refund can't be recorded (no connection, for example), the till says so and the drawer stays shut: nothing was refunded, so don't hand any cash over. Try again is safe; it can't refund the same thing twice.
• The slip. If the till has a receipt printer, it prints a refund slip straight away. See Receipts and reprints.

The sale then reads Refunded or Part refunded, refunded items are struck through on its detail, and a Refunds list shows each refund with its amount, Cash or Card, the reason, any note, the time and who gave it.

What happens to the refunded items — wasted automatically, or put back in stock — is set under Till admin → Cash drawer → After a cash refund. See Who can see what in Till admin. When it's set to waste automatically, staff can still put one refund's items back in stock with Nothing to waste — put back in stock.

Card refunds still only go back to the card: a card payment never shows Refund cash, and a cash payment never offers a card refund.

What's next

• Full vs partial refund.
• Process a refund or void on the terminal.
• Refunds and voids.
• Refund problems.
• The sales log.