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Order History and Refunds
Kevin avatar
Written by Kevin
Updated over a week ago

In this article:

How to View Order History

Dropdown the Navigation Menu and select Order History.

  • The Order History screen displays all the orders that were paid for on the current day.

  • Each order will be kept on the POS for one month.

  • If there is internet connection, the orders will automatically sync to the server, marking the order with the green synchronisation symbol.

  • Orders that were made from other POS devices on the network will be displayed on a grey background.

  1. Tap an order and it will be expanded to show which items were on that order.

2. Swipe left on an order to access the order history options: print bill, print receipt, refund, and delete.

How to Sync Historical Orders

  1. Ensure that you have an internet connection.


How to Refund an Order

  1. Tap REFUND.

2. Select the items to be refunded (or Select All).
3. Select the payment method (Cash or Card): note that you cannot refund a cash payment to a credit card.

4. List a the reason for the refund.

5. The amount refunded will appear with the tender type.

If the order was made online, a confirmation email will send to your customer with the refund reason you added.

How to refund Split Payments

Split by item

Orders which have been split by item will be split into different invoices, so you can refund each transaction like any other order.

If you wanted to refund the whole order, you would need to refund each separate transaction, as there is no full invoice for the whole order.

Split by portion

Orders which have been split by portion (by certain amounts or by guest number) can be refunded through the extra invoices which are created for those specific transactions. These (extra invoices, not the original) would be refunded like any other order.

For example, if you have a $100 order which was split into a $40 transaction and a $60 transaction, and if you wanted to refund the $40 transaction, you would need to find the invoice for that $40 amount and refund that invoice.

If you wanted to refund the whole order, you would need to refund each separate transaction, as the full invoice for the whole order is for reference only.

Refund Limitations

Tips and surcharges are not refundable.

Once you refund an order, you will notice on the backend that you will not be able to mark it as unpaid or change any of the payment methods.

All refunds are final and cannot be undone.

How to Return Stock Items

In POS version 28.100 and later, you can also select whether any refunded items should be returned back to your stock count.

How to Change Permissions for Refunds

Go to Settings and enable Setting A33. FORBID STAFF TO REFUND ORDER, so only managers and admin users can refund orders.

How to Pre-Populate Reasons for Refunds

A reason can be manually typed for reasons, but you can also create custom reasons that will be available whenever a refund is performed.

  1. On the backend, go to POS Settings > Refund Reasons.

On the POS, you can also turn on Setting A51. PREVENT STAFF FROM MANUALLY ENTERING REASONS (REASONS/DISCOUNTS/VOIDS) so they have to select a reason you have made.

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