Quick answer: You can only refund an order once it's finalised and shows in Order History. If the order is still open or in Held Orders, finish it first, then refund it from Order History.
Why the refund option doesn't work
Nomni POS refunds orders from Order History. An order that's still open, or saved in Held Orders, hasn't been finalised yet, so it isn't in Order History and you can't refund it.
Refund an order that's still open or held
Open Held Orders and find the order.
Finish the order so it's finalised.
Open the menu (▼) and go to Order History. Use the date and search to find the order.
Swipe left on the order and tap Refund.
Tick the items to refund, choose a refund reason if asked, and complete the refund.
What you should see: the order shows as refunded (or part refunded) in Order History.
If it still won't refund
If the order is in Order History but Nomni POS shows a message, see Can't refund an order on Nomni POS? Refund messages explained. For the full steps, see How to refund an order on Nomni POS.
Need help?
Contact Nomni Support via in-app chat or the help centre, or email support@nomni.ai. Phone (Australia): +61 1300 445 483. Tell us your venue name, the order number and the message you see.