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Handle Refunds on the POS

Learn how to process a refund using three different methods: Inline Refund, Refund Mode, and from the Orders Page.

Inline Refunds

The inline refund method is for when a shopper is returning an item and buying something else in the same transaction. This makes it easy to process an exchange without creating a separate transaction.

  1. Add the new item(s) to the cart.

  2. Add the item(s) being returned to the cart.

  3. Tap the item being returned, then select the Refund Item hot key.

    Refund Item Hot Key

  4. Alternatively, select the item, then select More, and choose Refund Item.

    Inline Refund

  5. The amount will be applied as a negative value.

  6. The final cart total will reflect the new items minus the returned ones.

  7. Complete the payment as usual.

Refund Options

If the total for the transaction is negative (e.g., the customer is only returning items), you’ll need to select a refund method to complete the order. The available options are:

  • Card – Return funds to the original payment card.

  • Cash – Issue cash directly from the drawer.

  • Gift card – Issue "store credit" via a digital gift card.

💡 Tip: To issue store credit, choose Gift Card and enter the customer’s phone number. They’ll receive a digital gift card by text. You can also scan the shopper’s existing digital gift card QR code to refund back to that card (or top it up).

Refund Mode

Refund Mode is for refunding an entire transaction without a receipt. This allows you to process a stand-alone refund transaction, separate from any new purchases.

  1. On the POS home screen, navigate to the menu.

  2. Select Refund Mode.

  3. Add the item(s) being returned to the cart. The system will automatically mark them as a negative value.

    Refund Mode 

Refunding from the Orders Page

To refund a previous transaction to the original payment method, go to the Orders Page. 

  1. On the POS, select Orders from the bottom menu.

  2. Find the order you wish to refund. You can search by order ID or the last 4 digits of the shopper's card.

  3. Once you've found the order, tap the items that should be refunded. You can choose all or just a few.

  4. Select Issue Refund.

  5. The total refund amount will be calculated automatically.

  6. Confirm the refund to process the return to the original payment method.

    Refunding from the Order Page