Find the sale first — see Find the original sale — then tap Refund / Return.
Choose what is coming back
The panel lists every line that still has something returnable on it, with the amount actually collected for one unit and how many are left to return (up to 2).
Use − and + on each line to set how many of that line are coming back. For everything, tap Refund entire sale and every line is filled to its maximum.
A line already returned in full is not listed. If none are left you get Nothing left to return on this sale.
Prior refunds against the sale are listed at the top, with their amounts.
Decide about stock
Each line has a Restock box, ticked by default. Leave it ticked to put the item back on the shelf; untick it for something that came back damaged.
Services have no box — there is no stock to put back.
Serialized lines have the box fixed off, reading Serialized — returns via the serial ledger. Read that as a warning, not as "handled for you": the unit comes back marked Returned, your on-hand count does not go up, and the unit cannot be sold again until somebody re-shelves it by hand. See Return a serialized item for that step.
Reason
Type a short reason — "Customer return", "Wrong size". It is stored with the refund and prints on the refund receipt.
Cash or back the way it came
If the sale had any card money on it, a Refund method dropdown appears:
- Mirror original payment — the money goes back the way it came in, proportionally across the tenders that paid.
- Cash from drawer — everything comes out of the till instead.
A cash-only sale has no dropdown; it refunds cash.
Complete it
Refund total (incl. tax) shows what the customer gets, including their share of the tax. It is worked out from what was actually collected for those lines, so a discounted sale refunds the discounted amount, not the shelf price.
Tap Refund selected. On success:
Refund #214 for $27.53 recorded (cash).
Under it is a note about where the money went, and Print refund receipt opens a printable copy.
If the panel does not come back with a refund
On a card refund the panel can answer with something other than a confirmation. Both replace the whole panel, and in both cases the button on the screen is the right one to press — it repeats the same attempt rather than starting a second refund. Starting a fresh refund instead is what risks refunding twice.
Gateway status unknown — verify before retrying. The pay server did not say whether the reversal went through. Tap Retry. It re-sends the same attempt, so if the refund did already happen you get that answer back rather than a second refund.
Ask the customer to tap their card again at the terminal to refund $… The terminal needs the card presented again. Ask the customer to tap, then tap Check again to read the result.
If neither button resolves it, leave the sale alone and contact support with the sale number. Do not close the panel and refund the sale a second time.
Store credit
If the customer paid part of the sale from their store credit, that part goes back onto their balance, and the cashback they earned on the returned goods is taken back off it. A second partial refund cannot take the same cashback twice.
If the sale was not paid with store credit, it cannot be refunded to store credit. The money goes back the way it came, or to cash.
Things worth knowing
- Tips are never refunded. They are excluded from the refundable amount.
- A return is not an exchange. Take the return, then ring the replacement as a new sale.
- There is no void. A completed sale is undone with a return.
- Once every line has been returned, the sale is marked refunded and a further attempt answers "Sale #1042 has already been fully refunded".
- If you do not have permission to refund, the panel asks for a manager PIN. See When a manager PIN is needed.
- A cash refund does not change the expected cash at close. The drawer will read short by what you handed back. See Count and close the drawer.