Refund a bill
Give money back on a paid bill, whole or item by item - the Refund key or Last bill, pick the bill, what goes back, Reason, Refund by, a manager's PIN. A bill this POS took is refunded on the POS, with the internet down too; which bills need the internet, and why. On the Windows and the Android POS.
On this page
A refund gives money back on a bill that is already paid. It is not a void: the original bill stays exactly as it was paid, and the refund is a document of its own (a REFUND with its own number) that points at it. That is how the day's takings still add up after money goes back across the counter.
A refund of a bill this POS took is made on this POS, at once, with the internet down too: the POS works out the money to the cent, opens the drawer, offers the refund receipt, and tells the cloud afterwards. A bill paid at another POS, or one with a member, Pay later, a deposit or a surcharge, needs the internet: the POS says This refund needs the internet.
Before you start
- This POS must take money. The Refund key is on a Main or Sub POS that takes payment. A Waiter POS has none.
- A shift may need to be open. Money going back out of the drawer needs its shift, on a POS that sells only with a shift open (see What if…).
- You need the right to refund: Reverse a payment, under Take Payment, in your access group. Without it, a manager types their code and PIN in the refund window, checked on this POS.
- The money goes back by cash, card, e-wallet or bank transfer. Any other way (Pay later, a deposit, a voucher, Member) is the online refund.
Open the refund
There are two ways:
- On the table screen, press ↩️ Refund in the bar along the bottom. The list of this POS's paid bills opens.
- In Last bill, tap the bill, then press Refund a bill (on Android Refund). The refund opens on that bill at once. See Last bill.
The list of bills
- Refund a bill and This POS only, with the Business day box: the day listed. Pick an earlier day to refund a bill of that day.
- A bill: its number, its table (or Counter), the time it was paid, and what it was paid. This POS's own paid bills of the day come first, newest first. Tap one to open it.
- needs internet on one of this POS's bills: its refund is the online one (see Which bills need the internet).
- needs internet on a bill under them: a bill the cloud has that this POS does not hold, such as one paid at another POS. They are listed only with internet, and only for today.
- Close: back to where you came from.
The refund, part by part
- Refund HQ-000123: the bill being refunded. Under it: Choose what goes back. The original bill is left exactly as settled.
- The items: each line of the bill with sold 2 · 2 can be refunded, and − and + for how many go back. It opens with everything that is left chosen. + stops at what can still be refunded: an item refunded before is not refunded twice.
- Reason: your restaurant's void reasons, from the back office's Void / Discount Reasons. The first is chosen. Tap another to choose it.
- Refund by: how the money goes back. The methods of this POS's payment layout that are cash, card, e-wallet or bank transfer. The method the bill was mostly paid by is chosen first, else cash.
- The line under Refund by: any other way of giving money back is the online refund.
- What happened? (optional): a note. When you type one, it is kept as the refund's reason instead of the button's.
- The manager's approval: shown only when you may not refund. A manager types their PIN (and their staff code, if they like) in the boxes under it.
- Going back to the customer: the money that goes back, in red, exact to the cent, worked out on this POS with the bill's discounts, service charge, tax and rounding. When a choice gives nothing back, a red line under it says why.
- Close (or Back, when you came from the list): leaves without refunding.
- Refund RM 45.00: makes the refund. Greyed out while nothing is chosen, no method is chosen, or a needed PIN is empty. While it works it says Refunding…
Refund a whole bill
- Press ↩️ Refund, and tap the bill. Or open it from Last bill.
- Everything left on the bill is chosen. Leave it so.
- Tap the Reason, and the Refund by method. Type what happened if you like.
- If the manager's boxes are shown, the manager types their PIN.
- Check Going back to the customer, and press Refund RM 45.00.
- The POS says Refund RF-000005 made. Give back RM 45.00 by Cash. The drawer opens when the method opens it.
- Hand the money back. The POS asks Print the refund receipt? See The refund receipt.
Refund some items
- Open the bill as above.
- Press − on each item that does not go back, until it shows how many do. For one Teh Tarik back: 0 on the others, 1 on Teh Tarik.
- The figure under the list changes with each press: the item's share of what was paid, with its discount, service charge and tax.
- Choose the reason and the method, and press Refund RM 4.20.
A bill can be refunded again later for what is left on it. When nothing is left, it says This bill has already been refunded in full.
Which bills need the internet
These bills are refunded the online way: the cloud works the refund out. With internet, the refund opens on the online window, with a small amber line over it saying why. With none, the window says This refund needs the internet. Try again when this POS is online. and why.
| The line says | The bill |
|---|---|
| This bill was not paid at this POS. | Paid at another POS, or before this POS was paired. |
| A member is on this bill, so Member must take it back. | A member, a member payment, or points earned on it. |
| This bill is on Pay later or used a deposit, so the customer's account must be put right. | An invoice, or a deposit used on it. |
| Part of this bill was not paid by cash, card, e-wallet or bank transfer at this POS. | A voucher payment, a payment taken before (a QR prepayment, a booking deposit), or a method this POS no longer has. |
| This bill was paid by a method that adds a surcharge. | A card or wallet with a surcharge. |
| This POS does not hold all of this bill's payments. | Its payments do not add up to its total here, or nothing was paid. |
| An earlier refund of this bill has not been read from the cloud yet. | An online refund of it whose items are not here yet. |
| This bill was paid before this POS was updated. Here it can only be refunded whole, and only once. | Paid on an older app: whole only here; part of it needs the internet. |
| This bill has a return on it: it is refunded only whole, through the cloud. | A bill with a returned item on it, when part of it is asked for. |
The online window works as above, with two differences: a part refund shows ≈ before the figure and Part refund — the server settles the exact tax., and the button says Refund RM 21.50. When it is done: Refund RF-000006 raised for RM 21.50. A member bill shows, above the reason, This bill was paid with Member. What the wallet and the points paid goes back to the member, a voucher stays used, and the points earned are taken back.
A refund by card terminal or iPay88
When the Refund by method is linked to a card terminal or to iPay88:
- PBB: the refund goes back on the terminal first. Then it is written here.
- Fiuu: the terminal can only void the whole payment. For less, it says The Fiuu terminal can only void the whole payment. Refund it on the terminal by hand, then press Refund again to record it here.
- iPay88: iPay88 refunds are made in the iPay88 merchant report. Make it there, then press Refund again to record it here.
If the terminal refuses or does not answer, it says why and Press Refund again to record the refund here (the money is then given back by hand). See Card terminal payments.
On Android
The same screens, with these differences:
- The list's day is changed with ◀ and ▶ over it, and needs internet is a red line under a bill.
- The list's title says Refund a bill with Pick a settled bill from today. under it; at the top right, Close (or Back on an open bill).
- The reasons and the methods are chips, one under another.
- After the refund, the screen turns into Refunded with the money in large figures, the refund's number, Refund RF-000005 made. Give back RM 45.00 by Cash., a Print the refund receipt button and Done.