POS - Void or Refund Payments

POS - Void or Refund Payments

This article will demonstrate two different actions: Voiding a payment from the Closed Orders screen and Refunding a payment from the Checkout screen.

Voiding and refunding payments are both available in the same popup. Your circumstance determines which option you should choose.

A good rule of thumb is to remember: Same Day Void, Next Day Refund. This is, of course, dependant on your processor and circumstances. For example, issuing a partial refund requires that you select refund. Additionally, some processors will only allow you to process refunds. Either way, here is how to do it.

Void/Refund Payment from Closed Order Screen

1. Tap the menu button in the bottom left corner
2. Tap on Orders
3. Tap on Closed Orders
4. Tap on the order that has the payment you need to void/refund
   If you can't find the order, refer to Order Search and Filters.
5. Tap on the payment in the order that you want to void/refund
6. Tap either Void or Refund
7. Enter the reason when/if prompted
8. Tap Continue

NOTE: The ability to void/refund a payment from the closed orders screen is dependent on enabling a setting in Advanced Location Settings. This setting is disabled by default.

1. Login to your Control Panel
2. Navigate to Settings > Location > Advanced Location Settings
3. Scroll down to the Order List Options section
4. Select an appropriate access level (we recommend at least level 2) from the drop down for Access level required to perform voids and refunds from the Open/Closed Orders screen
5. Click SAVE
6. Reload settings in the app

Void/Refund Payment from Checkout Screen

First, you will need to reopen the order if it has been closed.

1. Tap the menu button in the bottom left corner
2. Tap on Orders
3. Tap on Closed Orders
4. Tap on the order that has the payment you need to void/refund
   If you can't find the order, refer to Order Search and Filters.
5. Tap Reopen Order 

Then:

1. Tap Checkout
2. Tap the payment you want to void/refund
3. Tap either Void or Refund
4. Enter the reason when/if prompted
5. Tap Continue

Next, decide what you want to do with the order. Are you voiding the order? If so, tap the VOID button in the checkout screen. Otherwise, select the appropriate payment type to close out the order. Then, re-close the order (Menu Button > Functions > Checkout Functions > Re-close Order)