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Issuing a Refund

Kevin U
  • Updated

About Issuing a Refund

This article explains how to issue a full or partial refund for a transaction that was made on the POS system.

Note: At this time, the system does not support the refunding of transactions made with a Canadian debit card on a Stripe terminal. For solutions on refunding a transaction made with a Canadian debit card on a Stripe terminal, click here.

Issuing a Refund

  1. From Tools, select Transaction Lookup.

    transaction_lookup.png

  2. Locate the transaction that requires a refund and click its View button. The Ticket Information screen appears. 

    ticket_informatoin.png

  3. To refund the entire ticket, tap Refund Entire Ticket. To refund only certain items on the ticket, select the check box of the items to be refunded, and then tap Refund Selected Items. The Manager Approval Required pop-up appears. 

    manager_approval_required.png

  4. Enter the manager's operator ID and PIN and click the Submit button (note that if the operator ID and PIN are the same, then you only are requested to enter the PIN). The Refunds screen appears. 

    refund_screen.png

  5. If not refunding the full amount, then enter the specific refund amount. 
  6. Tap the Make Refund button. 
  7. Tap OK to the success message that appears. The Ticket Information screen appears with the refund details. 

    refund_screen2.png

How to Refund a Transaction made with a Canadian Debit Card on a Stripe Terminal

At this time, the POS system does not support the refunding of a transaction that was made with a Canadian debit card on a Stripe terminal. If attempting to do so, the following message appears:

"There was a problem from the server. Please try again or reach out to support."

Another method must be used to refund the customer such as a credit to their charge account, or a gift card.