Refunds, returns and credit notes
Give money back for a paid order in the web POS by refunding payments, returning items or creating a credit note.
There are three ways to correct a paid order in the web POS. Pick the one that fits.
| You want to | Use |
|---|---|
| Give back money for some items on a payment | Refund |
| Take back items and refund them in a new sale | Return items |
| Cancel the whole order with a matching negative order | Credit Order |
Refund payments
Use Refund when a guest wants money back for specific items they paid for.
Open the refund window
On a closed order, click Refund on the receipt screen. You can also open the three-dot menu at the bottom of the cart and click Refund. It is greyed out until the order has a payment.
Choose the payment
In Refund payments, pick the payment you want to refund. Each payment shows what was paid and what has already been refunded. A fully refunded payment can't be picked.
Choose the items
Tick the items to refund. Items that are already refunded are greyed out.
Refund
Click Refund with the number of items, for example Refund 2 items. Click Back to choose another payment.
The refund amount is the paid amount of the ticked items.
Return items
Use Return items when a guest brings products back. You build a return in the cart, and the POS refunds it.
Start return mode
Open an empty cart. Open the three-dot menu at the bottom of the cart and click Return items. It is greyed out when the cart already has items.
Add the returned items
A red Return mode label shows at the top of the cart. Add the items the guest returns. They are added with negative quantities.
Refund
Click the button that now reads Refund with the amount. On the Checkout screen, choose how to pay the money back. Gift card and clip card are not available for returns.
To leave return mode, click the cross on the Return mode label. You are asked Cancel return mode? because leaving removes all items from the cart.
Credit an order
A credit note is a copy of the order with negative amounts. It cancels the original sale in your reports.
Open the closed order
Open the order so you see the Order Closed screen.
Click Credit Order
Click Credit Order. A window says that you create a credit note with the amount in sales.
Confirm
Click Accept. Click Decline to cancel.
After that, the button reads View Credit Order. Click it to open the credit note.
An order can only have one credit note. The Credit Order button is not shown on orders that already contain negative quantities, such as returns.