Why is there no Refund button on the register?

Refunds at POS is off. Switch it on in Settings > Features, or refund from the order page under Orders instead.

It says the order cannot be refunded.

Only completed, paid orders with money left to refund can be refunded. A fully refunded or cancelled order has nothing left to give back.

A cashier is asked for a manager passcode.

Your business has a manager passcode set in Settings > Team & roles. A manager types it to approve the refund.

How to refund a sale.

You can refund at the register while the customer is in front of you, or later from the order. Either way the refund is recorded against the original sale.

Who it is for: Owners, managers and cashiers
Plan: Every plan (Basic, Advance and Team)

Refund at the register

On the POS, tap Transactions in the top bar and find the sale. You can also press Refund… on the receipt right after a sale.
Open the sale and tap Refund. The Refund order sheet opens.
Under Items to refund, pick the items and quantities, or tap Refund all.
Choose the Refund method: Original, Cash or Store credit.
Type a Reason and press Refund. If a manager passcode is set, a manager approves it.

Refund from the order page

Open Orders, then the order.
In Payment history, press Refund on the payment you want to give back.
Enter the amount or press Full refund, add a Reason and press Refund.

Where the money goes

Card payments taken online through Stripe are refunded to the card. Cash, card terminal, QR and bank payments are recorded as refunded, and you hand the money back yourself. Products that track stock go back into stock.

Refund requests from members

Members can ask for a refund on an order from the member app. Their requests appear under Refund requests. Set each one to Under review, Approved or Rejected with a note and press Save review. Approving records your decision only: make the refund itself from the order.

What your customers see

A receipt that shows the refund, and the order marked Refunded or Partially refunded in their history.

Common problems

Why is there no Refund button on the register?: Refunds at POS is off. Switch it on in Settings > Features, or refund from the order page under Orders instead.
It says the order cannot be refunded.: Only completed, paid orders with money left to refund can be refunded. A fully refunded or cancelled order has nothing left to give back.
A cashier is asked for a manager passcode.: Your business has a manager passcode set in Settings > Team & roles. A manager types it to approve the refund.

More in POS and sales, or start with the getting started guide. Still stuck? Contact us.