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How to refund an order on Nomni POS

Refund a full or part order from Order History, including orders cashed off to Deposit

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Written by Lucien Hopkinson

Use this guide to refund a customer for an order taken on Nomni POS for iPad. You refund from Order History.

Before you start

  • You need a manager login, unless your business lets staff refund (see "Staff can't refund" below).

  • Card refunds go back through the payment terminal, so check the terminal is on and connected.

How to refund an order

  1. On Nomni POS, open the menu (▼) and go to Order History.

  2. Find the order. Use the date and search to narrow the list.

  3. Swipe left on the order and tap Refund.

  4. Tick the items you want to refund. Tick all items for a full refund.

  5. Choose a refund reason if asked.

  6. Choose how to refund (for example the original card, or cash) and complete the refund. For card, follow the prompts on the terminal.

What you should see: the order shows as refunded (or part refunded) in Order History, and the refund appears in your reports for that day.

How to reverse an order cashed off to Deposit

  1. Open Order History and find the order paid with Deposit.

  2. Swipe left on the order and tap Refund.

  3. Tick the items, then complete the refund.

  4. Open a new order for the table and take payment with the correct method.

Refunding an online order

Online orders paid by card online are refunded from Nomni Console, not the iPad. If you can't see the refund option for an online order, contact us with the order number and we will process it.

If something goes wrong

Staff can't refund

The system setting A33. Forbid Staff To Refund Order stops staff refunding in Order History. A manager can turn it off in Settings > System (search "A33"). Only turn it off if you trust staff to refund without a manager.

Cash refund not offered for a card payment

Setting A62. Allow Cash Refunds For Payments Made Through Other Methods must be on. Only admins can change it.

The card refund failed on the terminal

  1. Check the terminal is on and connected (see "Nomni POS can't connect to your EFTPOS terminal").

  2. Try the refund again.

  3. If it still fails, refund directly on the terminal and note the order number.

Need help?

Email support@nomni.ai or message us from the chat in Nomni Console. Tell us your venue name, the device and what you have already tried.

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