POSOrders, returns and refunds

Issue an authorized refund

Refund submission requires an eligible order or return, a permitted amount and reason, and the configured refund authority. Open the eligible transaction, choose Refund, and enter the permitted amount and reason. Verify the original order, eligible items, amount, reason, authorization, and resulting status before repeating an action.

Before you start

An authenticated POS session with access to the intended branch.
The original order reference, current status, paid amount, and eligible lines are known.

Steps

Open the eligible transaction.
Choose Refund.
Enter the permitted amount and reason.
Confirm the target refund method.
Submit once and verify the refund status.

Expected result

One authorized refund result is linked to the original payment and returned lines with its final status. Do not repeat a void, return, or refund until both the original record and any resulting record have been checked.

Permissions

Orders and payment history require their assigned POS capabilities; void, return, and refund actions require the specific action permission and may require manager approval.

Troubleshooting

The workflow stops while staff open the eligible transaction, before they can choose Refund.

A safe retry starts by confirming: Access to the intended branch or a valid public invoice link, as applicable. The original order reference, current status, paid amount, and eligible lines are known. Return to /refunds without changing user, branch, or record. Try the blocked step once; if it remains unavailable, stop and provide Support the safe order/return/refund/payment reference, branch, amount, status, and time. Capture the displayed state produced when staff open the eligible transaction.

The original order and resulting void, return, refund, payment, or receipt records disagree after the final checkpoint: Submit once and verify the refund status.

Inspect the original order plus every resulting void, return, refund, payment, and receipt reference. Do not duplicate a financial action. Retry only when the first result is absent and eligibility still permits the action. Do not repeat the action if the records conflict; ask Support to review the safe order/return/refund/payment reference, branch, amount, status, and time. Check the saved state after staff submit once and verify the refund status.

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