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Selling

Refunds and voids

How to give money back for a sale, all of it or part of it, how to void a sale the same day, and when a manager's PIN is needed.

To give money back, find the sale under Reports, Transactions and tap it. The sale opens with two buttons: Void for the same day, and Refund for any time after.

Void or refund?

  • Void cancels the whole payment before it settles tonight, so nothing reaches the customer's statement. It is faster and cheaper than a refund. The sale shows until when a void is possible. A voided sale stays in the Z-report as voided.
  • Refund works after that, and for part of a sale. Surfboard refunds sales up to 90 days old.

Refund a sale

  1. Open Reports, find the sale under Transactions (search by receipt number, amount, the card's last 4 digits or an item) and tap it.
  2. Press Refund.
  3. Choose Items and set how many of each comes back (or All of it), or choose Amount and type what to give back (or Everything).
  4. Pick a reason. For Other reason, write a few words.
  5. Press Refund with the amount.

How the money goes back depends on how the customer paid:

  • Card: back to the same card. No tap needed. The bank shows it within a few days.
  • Swish: back straight away.
  • Cash: hand it back from the drawer.

Then choose a refund receipt: Print, QR receipt, Email or No receipt.

You can refund a sale several times, until nothing is left. A refund itself cannot be refunded. Refunds to a card or an app need the till to be online; a cash refund also works offline.

Void a sale

  1. Open the sale and press Void.
  2. Write a reason if you like, then press Void sale. Keep the sale closes it without changing anything.

A sale that already has a refund cannot be voided: refund the rest instead.

When a manager is needed

In the standard setup a cashier cannot refund, and cannot void a paid sale, alone. The till then shows Manager PIN needed. A manager types their PIN and presses Unlock. It allows this one refund or void, and the cashier stays signed in.

The owner sets this in the builder under Rules, Who may do what, or with Cashiers can refund under Features. See Roles and permissions.

Not sure if a refund went through? Ask the assistant in Help, or see Payment problems.