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Sometimes you need to give money back. Whether a customer returns an item, you overcharged them, or they changed their mind, you can process refunds from the POS or when cancelling an order.

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Quick refund from today’s transactions

If the transaction you want to refund happened during your current till session, the quickest way is to find it in your transaction list. Go to the POS settings cog, tap Close Register (you don’t need to actually close), find the transaction, open it, and click Issue Refund. This saves you looking up the order or transaction ID.

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Refunding from the adjustments panel

For transactions from a previous day — or if you prefer to look up by order or transaction ID — open the Refunds & Adjustments panel from the POS settings menu. You’ll see three tabs:
Refunds and adjustments panel showing refund options

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Refund by Order ID

Use this when you know the order number. This is the most common method — a customer brings back flowers or calls about an issue, and you have their order number.
1

Enter the order number

Type the order number into the lookup field. The system finds the order and shows the payment details.
2

Check what's available to refund

The system shows how much was paid and how much has already been refunded, broken down by payment method. You can only refund up to what was originally paid via each method.
3

Enter the refund amount

Type the amount to refund and choose which payment method to refund to. Add a reason so there’s a clear record of why the refund was issued.
4

Confirm

Review the details and confirm. The refund is recorded against the original order.

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Refund by Transaction ID

Use this when you have the transaction ID rather than an order number. This is useful for POS sales where you might not have an order number handy, or when a single transaction covered multiple orders.
Refund by transaction ID lookup screen
1

Enter the transaction ID

Type the transaction ID into the lookup field.
2

Check availability

The system shows the paid and refunded amounts per payment method. Each method has a refund cap — you can’t refund more than was paid via that method.
3

Enter the refund amount and reason

Choose the payment method, enter the amount, and provide a reason.
4

Confirm

Review and confirm the refund.

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Ad-hoc refund

Use this when you can’t find the original transaction, or when you need to process a standalone (like a goodwill gesture or a correction from a previous day).
Ad-hoc refund entry screen
1

Choose Ad-hoc Refund

Select the Ad-hoc Refund tab in the adjustments panel.
2

Enter the details

Enter the refund amount, choose the payment method, and write a reason (10–500 characters). The reason is required because ad-hoc refunds aren’t linked to an original sale.
3

Confirm

Review and confirm. The system creates a standalone refund transaction.
Ad-hoc refunds aren’t linked to an original sale, so they’re harder to audit. Always try Refund by Order ID or Refund by Transaction ID first.

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Refunding when cancelling an order

When you cancel an order from the dashboard, the system asks how you’d like to handle the refund:
  • Full refund — returns all payments automatically, split across the original payment methods
  • Custom refund — lets you choose specific amounts per payment method
  • No refund — cancels the order without returning any money (the transaction is voided if unpaid)
Cancellation refunds follow the same per-method caps as POS refunds — the system can only return up to what was originally paid via each method.
If a customer redeemed loyalty points or a punchcard reward on the cancelled order, those points or punches are automatically returned to their balance.

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How refunds affect your till

Payment methodWhat happens on refund
CashReduces the expected cash in your drawer. This is factored into your End of Day count so the numbers still balance.
CardProcessed back to the customer’s card through your terminal.
AccountCredits the customer’s account balance.
Gift cardThe refunded amount is added back to the gift card balance.
All refunds are logged in your session summary, appear in the End of Day report, and show up in your financial reports and exports.

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Common questions

Yes. Enter any amount up to the original payment. You don’t have to refund the full sale.
Yes. You can choose any available refund method regardless of how the customer originally paid. For example, if they paid by card but want cash back, that’s fine — the system records both for your records.
Refunds are restricted to managers and admins. If you don’t have access, ask a manager to process the refund or to upgrade your role in Settings > Team.
If the customer was assigned to the original sale, the refund appears in their order history. Ad-hoc refunds without a customer assignment won’t be linked to anyone.
For order and transaction refunds, you can only refund up to the amount originally paid via each payment method. Ad-hoc refunds don’t have this limit since they aren’t linked to an original payment.
If you refund the full amount, the status changes to Refunded. If you refund part of it, it changes to Partially Refunded. See Transaction Statuses for the full list.

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What’s next?

Point of Sale

Back to the main POS guide.

End of Day

Close your till and review the day’s takings.

Transactions Overview

How transactions and payment statuses work.

Exports

Export refund data for your records.
Last modified on March 12, 2026