How to Issue a Refund at the POS

How to Issue a Refund at the POS

A refund returns money to the customer. You can issue a full or partial refund back to the original payment method or to a different method (if configured).

Before You Start

• The invoice must have at least one payment recorded (you can't refund an unpaid invoice)
• You need the Refund/Return permission
• The invoice must not be cancelled

Steps to Issue a Refund

Standard POS:

1. Load the invoice that needs a refund (use Invoice Search if needed)
2. Click the Refund button
3. The Refund dialog opens showing:
   • The total amount paid
   • The amount available for refund
   • The original payment method(s)
4. Enter the refund amount (full or partial)
5. Select the refund method:
   • Original Payment Method — Refund goes back to the same method (e.g., cash back for cash payment, card refund for card payment)
   • Different Payment Method — Only available if "Allow Refund to Different Payment Method" is enabled in Machine Settings
6. Click Process Refund
7. The refund is recorded
8. A refund receipt prints (if a printer is configured)

Compact POS:

1. Load the invoice
2. Click the Refund button in the action grid
3. Follow the same refund steps above

Full vs. Partial Refunds

Full Refund:

• Refund the entire amount that was paid
• The invoice balance returns to the original total

Partial Refund:

• Refund a specific amount less than the total paid
• Useful when returning only some items
• The remaining payment stays on the invoice

Refund to a Different Payment Method

By default, refunds go back to the original payment method. However, if your administrator has enabled "Allow Refund to Different Payment Method" in Machine Settings:

• You can choose any available payment method for the refund
• Example: A customer paid by card but wants a cash refund
• The system records both the original payment method and the refund method

After the Refund

• The Invoice Refunds total in the totals panel updates
• The machine's payment balance is adjusted (cash balance decreases, card refund is recorded, etc.)
• The refund appears in the invoice history log
• A refund receipt is generated

Tips

• Always process Return Items before issuing a refund if the items are coming back to inventory
• The refund amount cannot exceed the total payments made on the invoice
• Cash refunds will deduct from the machine's cash balance
• Card refunds go through the payment processor (if integrated) and may take 3-5 business days to appear on the customer's statement