Refunding items and payments

This article covers how to process a refund for one or more items.

If the order you need to refund is not currently on an open tab (displayed on the summary screen) you will first need to locate it. You can do this by searching for the transaction and reopening the tab it was on. If the tab you need is not on the summary screen, go to the EPOS screen, press more, then history and search for the tab in that history screen by either tab ID or amount

Once you have reopened the tab you will see a list of all of the items associated with it.

To refund an item just press on the item and select 'Refund item'.

Note: If you don't have permission to refund items a Manager PIN prompt will display for a manager to enter their PIN and approve the refund.

Or to refund multiple items, press 'EDIT', then select each of the items you want to refund and press 'ACTION' > 'Refund items'.

You'll be asked to select a reason for the refund.
Note: you can change these reasons or add new ones on your back office.

If the tab was paid for by card and your card machines are integrated with your EPOS, you will be presented with the correct amount to be refunded so you can trigger the refund process for your card provider. See processing a Zettle refund or processing a Dojo refund as applicable. If you do not have integrated card machines, you will need to process your refund manually through your card terminal & select the 'C/CARD' option from your refund screen.

If the tab was paid for by cash, you can double tap the 'PAY' button, and select 'CASH' to account for the cash being given back to the customer.