Refund a POS purchase — Karma Help Center

To refund a purchase in Karma, open its confirmed POS purchase from Payment History. You can choose the exact items or permitted amount and add a reason for the audit trail.

Watch the walkthrough, or follow the written steps below.

You need permission to refund purchases. If Refund Purchase is greyed out, ask a location administrator to check your role. The button is not shown for a purchase that is already fully refunded.

Find the purchase

Open Payments → Payment History.
Set a date range that includes the purchase.
Compare the time, amount, payment method, and receipt information.
Open the matching purchase.
Confirm that its status is Confirmed before continuing.

Make the refund

Select Refund Purchase. If the card payment has not been captured yet, the button reads Cancel or refund purchase.
Choose Products to select the items to refund, or Amount to enter an amount for an item. Only the methods your location allows are shown.
Select a refund reason.
If you select Other, enter a clear explanation.
Review Remaining before, Refunding total, and Remaining after.
Select the red refund button only when the amount is correct.

Terminal card payments are usually captured about 30 minutes after the sale. Until then, the red button reads Cancel authorization when you refund the full remaining amount, which releases the reservation on the guest's card, or Refund after capture for a smaller amount, which sends the refund once the capture is confirmed. If the dialog shows Refunds are disabled, refunds are switched off for your location; contact support.

Refund Purchase dialog showing the selected item, reason, and refund totals — Check the selected items, reason, and all three totals before confirming the refund. Select the image to view it full size.

A purchase 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, together with the refund amount and final refund status.

Purchase Details showing Fully Refunded and a confirmed Refund History entry — Refund History confirms the final refund status and amount. Select the image to view it full size.

Approved card refunds commonly take three to five days to appear, depending on the payment provider and the guest’s bank.

When to contact support

Do not refund a second transaction until you have confirmed that two separate purchases completed. If you cannot identify the correct purchase or a refund fails, contact support with the location, purchase time, amount, payment method, receipt or purchase reference, intended refund amount, and error message. Never send full card details.