Use this when a customer returns items or was charged wrongly. A cashier can prepare the refund, but a manager or admin must approve it with their PIN before any money moves.
Before you start
- You have the receipt or know roughly when the sale was made.
- The register is open (refunds of cash come out of the drawer).
- A manager is available to enter their PIN.
Steps
- Tap Payments. Under Recent Payments, find the sale (filter by Cash, Card or Transfer, or use Filter by ID… with the code on the receipt).
- Tap Refund on that row.
- In Process refund, tick each item to refund and set Qty:.
- Tick Restock for items going back on the shelf. Leave it off for damaged or opened goods.
- Pick a Reason: Wrong order, Quality issue, Customer complaint, Billing error or Other.
- Check Refund total, then tap Request approval.
- A manager enters their PIN in Manager Access Required.
- Hand the money back and wait for Refund of … processed.
Check it worked
- The row now shows a Refund badge with a negative amount under Recent Payments.
- The Refunds tab on Payments lists it with reason and staff.
- If you ticked Restock, the product’s On hand went up and Movements shows a Refund row.
If something goes wrong
| Problem | What to do |
|---|---|
| Manager approval is required to process a refund. | The PIN entered belongs to a cashier. Ask a manager or admin to enter theirs. |
| Refund amount exceeds the remaining refundable balance. | Part of this sale was refunded already. Lower the quantities; the row shows Fully refunded when nothing is left. |
| The Refund button is missing on the row | The row is itself a refund, or the sale was fully refunded, or it was reopened. Look for the original payment. |
| The customer wants a different product instead | Refund the item, then ring up the new one as a normal sale. |