Process a refund or void on the terminal

Refunds and voids happen on the terminal, not in the portal. The portal controls who is allowed to do them (see Refunds and voids); this hub links to the step-by-step for each device action.

The two actions

• Void a line before payment — removing an item from a tab that hasn't been paid.
• Refund a settled sale — giving money back on a sale that has already been paid and settled. A card sale is refunded to the card. On the till, a cash sale is refunded from the drawer with Refund cash, which asks for a reason and opens the drawer once the refund is recorded.

Before you start

The action only appears on the device when both of these are true:

• The device's mode allows it — Refunds is a capability you switch on in the mode (see Modes). Void has its own mode capability too.
• The signed-in staff member's role includes the matching permission — Refunds, under Payments & money.

Cash refunds on the till use these same two switches: there's no separate permission for giving cash back.

If you don't see the button, that's almost always one of these two — jump to Refund problems for the fix.

Sizes on the lines

A refunded line keeps the size it was sold at — Madrí (½ pint) — so you refund the half that was actually poured, not a pint. See Drink sizes.

What's next

• Void a line before payment.
• Refund a settled sale.
• Refunds and voids — who's allowed, and how refunds are modelled.
• Refund problems and common questions.
• The sales log — review the same sale in the portal after the fact.