Refund a POS purchase

You can refund a confirmed POS purchase from Payment History. Choose the exact items or amount and add a reason so the transaction remains easy to audit.

You need permission to refund purchases. If Refund Purchase is missing, ask a location administrator to check your role.

Find the purchase

1. Open Payments → Payment History.
2. Search or filter using the purchase time, amount, receipt or payment method.
3. Open the matching purchase.
4. Confirm the guest, amount, time and payment status before continuing.

Make the refund

1. Select Refund Purchase.
2. Choose the items to refund, or enter the permitted custom amount.
3. Select a refund reason.
4. If you choose Other reason, enter a clear explanation.
5. Review the refund total and confirm.

A purchase must be confirmed and cannot be refunded beyond its remaining refundable amount. A partly refunded purchase stays available for the remaining amount.

Verify the refund

Reopen the purchase and check Refund History. The purchase should show Partially Refunded or Fully Refunded, with the refund amount and reason.

The guest may not see the money immediately. Approved card refunds commonly take 3–5 days to appear, depending on the payment provider and bank.

When to contact support

Do not refund a second transaction until you have confirmed that two separate purchases were completed. Compare time, amount, payment method, receipt and purchase reference in Payment History.

If you cannot identify the right purchase or a refund fails, contact support with the location, purchase time, amount, payment method, receipt or purchase reference, refund amount and error message. Never send full card details.