Processing Refunds

POS Pro includes a comprehensive refund system that allows you to process returns, issue refunds, and maintain accurate inventory.

Overview

The refund system supports:

• Full or partial order refunds
• Multiple refund methods (cash, original tender, store credit)
• Approval workflow for high-value refunds
• Automatic inventory restocking
• Configurable refund window
• Detailed refund receipts

Configuration

Before processing refunds, configure the refund settings:

1. Go to POS > Settings
2. Find the Refund Settings section
3. Configure:

Setting	Description
Enable POS Refunds	Turn refund functionality on/off
Approval Threshold	Amount requiring manager approval (0 = disabled)
Refund Window (Days)	Days after purchase refunds are allowed (0 = unlimited)
Auto Restock Items	Automatically return items to inventory

Accessing Refunds

1. Go to POS > Orders
2. Find the order to refund
3. Click the Refund button
4. Or go directly to POS > Refunds

Looking Up an Order

By Order Code

1. Enter the order code in the search field
2. Click Lookup
3. The order details are displayed

By Order ID

1. Enter the order ID number
2. Click Lookup
3. The order details are displayed

Order Information Displayed

When an order is found, you'll see:

• Order code and date
• Customer information
• Original payment method(s)
• Line items with quantities
• Previously refunded items (if any)
• Refundable items and quantities

Processing a Refund

Step 1: Select Items to Refund

1. Review the order items
2. Check the items to refund
3. Enter the quantity to refund for each item
4. The refund amount calculates automatically

TIP

You can only refund up to the original quantity minus any previously refunded quantity.

Step 2: Choose Refund Method

Select how to issue the refund:

Method	Description	When to Use
Cash	Return cash from register	Customer paid cash and wants cash back
Original Tender	Refund to original payment method	Card payments, bank transfers
Store Credit	Issue store credit to customer	Customer wants credit for future purchase

Step 3: Review and Process

1. Review the refund summary:
   • Items being refunded
   • Refund amount
   • Refund method
2. Add notes if needed (reason for refund)
3. Click Process Refund

Refund Methods Explained

Cash Refund

• Cash is returned from the register drawer
• Updates the register's expected cash amount
• Requires an open register
• Shows in register close report

WARNING

If the register doesn't have sufficient cash, you'll see a warning. Ensure adequate cash is available before processing.

Original Tender Refund

Refunds to the original payment method:

• Card: Processes refund through Stripe Terminal
• Bank Transfer: Marks for manual bank refund
• Gift Card: Credits back to the gift card
• Store Credit: Restores the store credit

For card refunds, the refund is processed automatically through the payment gateway.

Store Credit Refund

• Creates store credit on the customer's account
• Customer can use credit on future purchases
• Credit is applied automatically at checkout

Approval Workflow

If an approval threshold is configured:

When Approval is Required

• Refund amount exceeds the threshold
• User doesn't have "Approve High-Value Refunds" permission

Approval Process

1. Cashier initiates refund
2. System shows "Requires Approval" message
3. Manager logs in with their credentials
4. Manager reviews and approves the refund
5. Refund is processed

Manager Override

Users with Approve High-Value Refunds permission can:

• Process high-value refunds without additional approval
• Approve refunds initiated by other users

Inventory Restocking

When Auto Restock Items is enabled:

1. Refunded items are automatically added back to inventory
2. Stock levels update immediately
3. Products become available for sale again

When disabled:

• Inventory is not updated automatically
• Use this for damaged or unsellable returns
• Manually adjust inventory if needed

Refund Window

The refund window limits how long after purchase refunds are accepted:

Setting	Behavior
0 days	No time limit (refunds always allowed)
7 days	Refunds only within 7 days of purchase
30 days	Refunds only within 30 days of purchase

Orders outside the refund window cannot be refunded through POS.

Refund Receipt

After processing a refund:

1. A refund receipt is generated
2. Click Print Refund Receipt to print
3. The receipt shows:
   • Original order information
   • Refunded items and quantities
   • Refund amount
   • Refund method
   • Date and time of refund
   • Cashier who processed it

Partial Refunds

POS Pro supports partial refunds:

1. Select only some items from the order
2. Or refund partial quantities of items
3. The remaining items stay on the original order
4. Multiple partial refunds can be processed on one order

Example

Original order: 3 shirts, 2 pants

• First refund: 1 shirt
• Second refund: 1 pants
• Remaining on order: 2 shirts, 1 pants

Viewing Refund History

On an Order

1. Look up the order
2. View the "Refund History" section
3. See all refunds processed for this order

In Reports

1. Go to POS > Reports
2. View refund totals in the reports dashboard
3. Filter by date range

Troubleshooting

"Refunds Disabled" Error

Solution: Enable refunds in POS Settings

"Outside Refund Window" Error

Problem: Order is older than the configured refund window

Solutions:

1. Increase the refund window in settings
2. Process refund through main admin panel instead

"Insufficient Cash" Warning

Problem: Register doesn't have enough cash for refund

Solutions:

1. Add cash to the register
2. Choose a different refund method (store credit)
3. Process as original tender refund

"Approval Required" Message

Problem: Refund exceeds approval threshold

Solutions:

1. Get a manager to approve the refund
2. User with approval permission can process it
3. Reduce the approval threshold in settings

Card Refund Failed

Problem: Stripe Terminal refund didn't process

Solutions:

1. Check Stripe Terminal connection
2. Verify the original charge can be refunded
3. Try processing refund again
4. Contact Stripe support for gateway issues

Best Practices

Before Processing Refunds

1. Verify the original receipt or order number
2. Inspect returned items for damage
3. Confirm the customer's identity if needed
4. Check if order is within refund window

During Refund Processing

1. Select the correct items and quantities
2. Choose appropriate refund method
3. Add notes explaining the reason
4. Verify the refund amount before processing

After Processing

1. Print and provide the refund receipt
2. If cash refund, count out the cash to customer
3. For card refunds, inform customer of processing time (3-5 business days)
4. Return items to inventory if appropriate

Permissions

Refund operations require specific permissions:

Permission	Allows
Refunds	Process refunds within threshold
Approve High-Value Refunds	Process/approve refunds above threshold

Assign these permissions in Users > Roles.