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POS - 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 that a ticket must be also closed to allow a refund to be issued. 

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 the Tools menu at the top right of the screen, select Transaction Lookup (first screenshot below). The Transactions screen appears (second screenshot below). 
    tools_menu.png

    transaction_lookup.png
     
  2. Locate the transaction that requires a refund. If needed, use the the filters to search by staff member, diner, last 4 digits of credit card, ticket number, date range, POS location, or payment method. When the transaction is located, taps its View button. The Ticket Information screen appears. 

    ticket_informatoin.png
     
  3. To refund the entire ticket, tap Refund Entire Ticket.

    transaction_detail.png

    or
     
  4. To refund only certain items on the ticket, select the check boxes of the items to be refunded, and then tap Refund Selected Items. 

    refund_certain_items.png
     
  5. From the Manager Approval Required window (below), 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. 

    manager_approval_required.png
     
  6. If you refunded the entire ticket, then a message appears stating such, and the text Refunded displays for the items. 

    refunded_entire_ticket.png
     
  7. If you refunded only certain items, then the Refunds screen appears (first screenshot below). Tap Make Refund to apply the refund to the items. The text Refunded displays for the items that were refunded (second screenshot below). Items are refunded to the payment tender that was originally used for the purchase (credit card, bill to room, meal plan, etc.)

    refund_screen_bubble.png

    refunded.png
     
  8. To print a receipt with the refunded items and balance, tap the misnamed Print Ticket button. Note that a receipt that has refund details does not state "Refund", but rather shows reverse charges for each refunded item, and the overall remaining balance (either positive or negative). 

    cash_refund.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. 

FAQs

Is there a date limit on when a refund can be issued?

No. There is no date limit on when a refund can be issued. 

PDF Quick Reference Guide for Distribution

Download the attached three-page quick reference guide for distribution to your staff.