Use this guide when walk-in customers (who do not have an account) need a refund for a POS item. Refunding out of the POS has no policy structure, so it must be handled by a user with the refund permission enabled.
Note: An open register is required to process any POS refund. If the register for the day has already been closed, POS refunds cannot be issued — use the CRM instead. See CRM - Refunding Cash Payments and CRM - Refunding Credit Cards and ACH Payments.
Same-Day Refunds (Order from the Current Register Session)
Use this method when the original transaction was made during the current, still-open register session.
While viewing the POS grid, select Orders at the top right.
Find and select the transaction.
On the right side under Payments, select the three dots to the right of the payment and select Void.
Void the ticket.
The voided order will remain visible in POS > Orders with a Voided status.
Previous-Day Refunds (Order from a Prior Register Session)
Use this method when the original transaction was made during a previous register session (a different day). The original order cannot be voided once its register batch is closed, so a new refund ticket must be created. A register must still be open to proceed.
While viewing the POS grid, select Refund at the top right.
Add the product(s) to the refund ticket.
Click the green Refund button.
Refund the payment by cash or credit card.
Refund tickets created this way will not appear in POS > Orders. They can be found in CRM > Transactions and CRM > Refunds.