Quick answer: Ask a manager or admin to enter their PIN when asked. To let staff refund without a manager, a manager can open Settings > System , search for A33 and turn it off.
If Nomni POS won't let you refund an order, it shows a message. Find yours below.
"Refund not allowed: Your account has limited authority for this function."
Setting A33. Forbid Staff To Refund Order is on, and the PIN entered wasn't a manager or admin.
Ask a manager or admin to enter their PIN when asked.
To let staff refund without a manager, a manager can open Settings > System, search for A33 and turn it off.
"Refund cannot be processed: Order refund not supported."
None of the payment methods on this order can be refunded from the POS. Refund the customer another way (for example in cash, if your venue allows it) and record it, or contact support with the invoice number.
"Refund cannot be processed: Orders paid with QRIS payment cannot be refunded."
QRIS payments can't be refunded from the POS. Contact support with the invoice number.
"Refund cannot be processed: Orders paid with loyalty reward points cannot be refunded."
Orders paid with loyalty reward points can't be refunded from the POS. Contact support if the points need to be returned.
"Refund amount can not greater than …"
You entered more than can still be refunded on this order. The amount shown is the most you can refund. If part of the order was already refunded, it's the remaining amount. Enter that amount or less.
"Unable to Delete Order paid by Card: Choose to Refund Order instead"
Card-paid orders can't be deleted until every item is refunded. Refund the order from Order History instead.
"Present card on terminal to refund"
The refund is waiting on the card terminal. Ask the customer to tap or insert the same card on the terminal.
"Refund pending or unsuccessful."
The card terminal didn't confirm the refund. Don't refund again straight away. Check the terminal's transaction history first. If the refund isn't there, try once more. If you're unsure, contact support with the invoice number so the customer isn't refunded twice.
“Refund Liven Payment: Proceed only if Liven Payment has already been refunded at the backend”
This message shows on the iPad when you refund an order paid with Nomni Loyalty (the message still uses the old name, Liven). Refunding on the POS only records the refund on the order. It doesn't send the money back to the diner. Contact us first with the invoice number. Once we confirm the Nomni Loyalty payment has been refunded, tap Refund. If it hasn't been refunded yet, tap Cancel.
Adyen terminals
“Unable to Start Refund” with “Please go to "Settings" -> "Payment" -> "Adyen Payment" and Save Credentials...”: the Adyen terminal isn't set up on this iPad. Save the Adyen details in Settings > Payment > Adyen Payment, then try again.
For an Adyen card refund, the customer presents their card on the terminal.
Tyro on Nomni POS for Android
From Nomni POS for Android 2.3.17, Tyro refunds are matched to the right original transaction. If a Tyro refund failed on an older version, update the POS and try again.
Refunds and loyalty rewards
If the order earned Nomni Loyalty points or Brandollars, refunding it also reverses the reward. If the diner's balance looks wrong after a partial refund, contact us with the invoice number.
Nomni POS for Android refund messages
“This payment transaction is non refundable.”: this payment method can't be refunded from the POS. Refund the customer another way and record it, or contact us with the invoice number.
“Refund quantity can not exceed the original quantity.”: you entered more items than were sold. Enter the original quantity or less.
“Hold that order to refund this one”: another order is open on screen. Hold it first, then refund.
“Please select a refund reason”: choose a reason before you refund.
“Refund failed. Please try again”: the refund didn't go through. Check the terminal's history before trying again, so the customer isn't refunded twice.
“The refund amount exceeds the current balance” (gift cards): you can't refund more to the gift card than it allows. Enter a smaller amount.
Nomni POS for Android 2.3.25 fixed refund totals on items with modifiers that carry their own tax, where the quantity was more than one. Update if refund totals look too high.
Make staff choose a refund reason
Turn on A51. Prevent Staff From Manually Entering Reasons (Refunds/Discounts/Voids) in Settings > System. Staff then pick from your list of reasons, and managers can still type their own.
Still stuck?
Contact support with the invoice number, the exact message, and the Device Register Code (Settings > Device Options).
You can also email support@nomni.ai or call 1300 445 483.