Refund a kiosk card payment
When a customer pays by card at the kiosk, that payment can be refunded straight back to their card from the POS or Back Office — the same way you would refund any other card order.
Refund from the POS
- Open the Orders list and find the order you want to refund.
- Open the order and check the payment method shows as Stripe.
- Tap Refund for the full amount, or Partial Refund to return part of it.
- Confirm the amount and follow the on-screen instructions.
The money is returned to the card the customer originally tapped. They do not need to be present, and you do not need the card.
Note: Refunds usually reach the customer's account within 5–10 working days. That timing is set by their bank, not by us.
You can also refund from Back Office under Reporting > Sales Reports > Order History — see Refund a Stripe payment.
"No Stripe charge found on this order to refund"
If you see this message, the order was taken on a kiosk running an older version of the app, before the update that links each card payment to its order.
Those older orders cannot be refunded from the POS, because there is no record connecting the payment to the order. To refund one:
- Refund the payment directly in your Stripe dashboard, using the date and amount to find it.
- Ask your account manager to record a matching adjustment in Back Office, so your sales figures still balance.
Orders taken after the kiosk has been updated refund normally from the POS. If you see this message on a recent order, contact support — it should not happen.
Before you start
Card refunds need your kiosk's store to be connected to Stripe, and the person doing the refund needs refund permission on the POS. See Kiosk Payment Setup and Troubleshooting for the payment setup, and User roles on POS for permissions.