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.Documentation Index
Fetch the complete documentation index at: https://docs.florists.digital/llms.txt
Use this file to discover all available pages before exploring further.
This page covers features gated by Manager-tier permissions. Managers and Admins have these by default; your administrator can adjust who has them in Settings > Team.
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.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:
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.Enter the order number
Type the order number into the lookup field. Digital Florists finds the order and shows the payment details.
Check what's available to refund
Your dashboard 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.
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.
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.
Check availability
Your dashboard 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.
Enter the refund amount and reason
Choose the payment method, enter the amount, and provide a reason.
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).
Enter the details
Enter the refund amount, choose the payment method, and write a reason. The reason is required because ad-hoc refunds aren’t linked to an original sale.
Refunding when cancelling an order
When you cancel an order from the dashboard, you’re asked 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)
If a customer redeemed loyalty points or a punchcard reward on the cancelled order, those points or punches are automatically returned to their balance. Loyalty isn’t returned for standalone POS refunds — only when the order itself is cancelled.
How refunds affect your till
| Payment method | What happens on refund |
|---|---|
| Cash | Reduces the expected cash in your drawer. Factored into your End of Day count so the numbers still balance. |
| Card (Stripe) | The refund is recorded in Digital Florists, not sent to Stripe automatically. You need to issue the matching refund in your Stripe dashboard separately. Reconciliation is on you. |
| Account | Credits the customer’s account balance — settled later via invoicing. |
| Gift card | The refund is recorded against the transaction. The gift card’s own balance isn’t automatically topped up; if the customer wants the value back on the card, you handle that as a separate adjustment. |
Common questions
Can I partially refund a sale?
Can I partially refund a sale?
Yes. Enter any amount up to the original payment. You don’t have to refund the full sale.
Can I refund to a different payment method?
Can I refund to a different payment method?
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 — both are recorded for your records.
Will the refund show on the customer's record?
Will the refund show on the customer's record?
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.
Is there a limit on refund amounts?
Is there a limit on refund amounts?
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.
What happens to the transaction status after a refund?
What happens to the transaction status after a refund?
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.
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.