Returns

Use Returns to refund an order after the batch has closed. For an order from today (current open batch), use Void Item or Void Payment instead — those are faster and don’t create a separate refund record.

There are two scenarios:

1. Return Credit — the customer was overcharged or charged twice, and you need to send money back to their card.
2. Refund Returned Merchandise — the customer brought back a physical item and you need to return their money.

Return Credit

Use this when the original order was correct on paper but the charge to the card was wrong (duplicate charge, wrong amount entered, etc.). The system logs the refund against the original order so reports stay clean.

Only a manager can run a credit return.

1. Tap Staff Self Service.
2. Select the manager and enter the passcode.
3. Tap Return Credit.
4. Select the associated order. The amount defaults to the order total — edit it if you’re returning only part.
5. Tap Submit.

Refund Returned Merchandise

Use this when the customer brings back items from a closed-batch order and you’re returning their money in cash or to their card.

1. Tap Staff Self Service and select a manager.
2. Tap Return and choose the original order.
3. Select the items being returned.
4. Choose the refund method (cash or original card).
5. Tap Submit.

The refund is recorded against the original order and appears in the daily report.