Overview
When an order was paid by card, refunding it on the POS now sends the money back to the same card the customer paid with. This covers both cards taken on your card reader and orders paid online.
Cash refunds are unchanged — they are recorded on the order, and you hand the money back from the till.
Note: Previously, refunding a card order only recorded the refund against the order. It did not return the money to the customer's card — that had to be done separately in Back Office. It now happens automatically.
Refunding an order
- Open Order Hub and select the order.
- Tap Refund.
- Enter a manager PIN when prompted (see below).
- Choose what to refund:
- Refunding the whole order? Tick Refund everything at the top. This selects every line, including delivery and any other charges.
- Refunding part of it? Tick the individual lines. For an item with more than one of the same thing, use + and − to choose how many.
- Check the Refund Total, then tap the Refund button.
- Confirm. For a card payment the message says the money goes back to the customer's card.
A refund receipt prints automatically.
The customer does not need to be there
For a card refund, the customer does not need to tap or insert their card again, and the card reader is not used. The refund goes straight back to the card they originally paid with. They will normally see it on their statement within a few working days, depending on their bank.
Manager PIN
Every refund asks for a manager PIN — including when a manager is already signed in. This is deliberate: the PIN records who authorised the refund, so every refund is signed and appears against that person in your reporting.
If you are not a manager, ask a manager to enter their PIN.
Refunding part of an order
Tick only the lines being refunded. The POS works out the total for you.
You can refund the same order more than once. The dialog shows Already Refunded and Remaining Refundable, so you always know how much is left.
Note: Refund everything always means everything that is still refundable. If you have already refunded £12.00 of a £62.00 order, it offers the remaining £50.00.
Delivery and other charges
Delivery, service and processing fees are listed under the items and can be ticked like anything else. That matters when the customer paid more than the food came to: a £60.00 order with £2.00 delivery was charged £62.00, so refunding only the items leaves £2.00 with you.
Refund everything includes the charges, so it always adds up to what the customer actually paid.
You can also refund a charge on its own — for example, giving back the delivery fee for a late order while the customer keeps the food.
Orders paid more than one way
If an order was paid with more than one payment — say part cash and part card, or across two card payments — the POS asks which payment should be refunded? and lists each one with how much is left on it.
Nothing is chosen for you on purpose: which payment the customer gets back is your decision, and the POS will not guess. Pick the payment you want to return, then continue as normal.
Each payment has its own limit. If you select items worth more than the chosen payment can return, the POS tells you how much that payment can actually give back. To return more than that, refund the other payment as well in a second refund.
Messages you might see
| Message | What it means |
|---|---|
| Refund amount exceeds the remaining refundable amount | You have tried to refund more than is left on that payment. Check Remaining Refundable and try a smaller amount. |
| Order has multiple Stripe charges; specify charge_id to refund | The order has more than one card payment. Choose which one to refund in the dialog. |
| No Stripe charge found on this order to refund | There is no card payment on this order to return. Check how the order was paid. |
| This order has no payment to refund against | The order has no recorded payment, so there is nothing to refund. Check the order in Back Office. |
| Refund status unknown — the card may have been refunded | The connection dropped before we heard back. The refund may have gone through. Check the order before trying again, or you could refund the customer twice. |
Important: If a refund fails, nothing is refunded and no receipt prints — the order is left exactly as it was. Only the "refund status unknown" message above is uncertain, and it tells you to check first.