Refunding an order

3 min read · Updated November 1, 2026

Refund an order when a customer returns something or a sale goes wrong after payment. You can refund the whole order or part of it.

Step 1. Open the order and press Request Refund

Open the order from All Orders and press Request Refund in the bar at the top.

You see Request Refund only when money is left to refund and no earlier refund is still waiting. If it is missing, the order is already refunded in full or waiting on a refund you sent. If your role cannot refund, you do not see it either.

Request Refund appears in the top bar while there is still money left to give back.

Step 2. Choose full or partial

The window opens on Full refund. Press Partial refund if only part of the order comes back.

The window opens on Full refund; switch to Partial when only part of the order comes back.

Step 3. Enter the amount

For a partial refund, type the Refund Amount. The line under the box shows the most you can refund on this order.

The line under the amount tells you the most you may give back on this order.

Step 4. Answer the extra questions and write the reason

If you see Also refund the delivery fee, tick it when the mistake was yours, for example a wrong or damaged item.

If you see Goods came back?, choose Yes or No. For Yes, choose the condition and type the quantity that came back.

Type the reason in Reason for Refund. It is required.

Write why you are refunding in Reason for Refund.

Step 5. Send the refund

Press Process Refund.

On a cash order you see Cash refund recorded - hand the cash back to the customer. Give the cash back to the customer. On a card order you see Refund request submitted for admin approval.

Process Refund records a cash refund at once. A card refund is sent for approval first.

Step 6. Follow the refund

A Refund Status card appears on the order. A card refund first shows that it is waiting for approval, then that the bank is processing it. When it reads Refunded with the amount and the date, the refund is done. The money can take a few days to show on the customer's card.

If it reads Refund declined, the reason is on the same card.

The Refund Status card stays on the order and says where the money has reached.

Step 7. Refund a POS sale

On a sale made at the POS, Request Refund opens the POS refund screen. Enter the amount and the reason, choose how the money goes back in Refund via, then press Process Refund.

If you see This register is closed. Open a register to pay the refund from its drawer., open a session in the POS first, then try again.

If the register that made the sale is already closed, only the business owner can refund it: Why can only the owner refund this register sale?

A register sale opens the register's own refund screen, so the cash goes back the way it came in.

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