Process a Shopper's EBT Card Refund

How to Process an EBT Refund

Follow these steps to find the original order and issue a refund to a shopper's EBT card.

1. Find the Original Order

   • Ask the shopper if they have the original receipt. If they do, scan the receipt barcode on the POS to quickly pull up the order.

   • If the receipt is not available, you can look up the order manually.

2. Locate the Order on the POS

   • Navigate to the Orders page on the POS.

   • Use the search bar to find the order by the last four digits of the card, the order ID, or the transaction date and time.

   • Select the correct order from the list.

3. Issue the Refund

   • Once you open the order details, identify the item(s) the shopper wants to return.

   • Select the option to refund the item(s). The refund will be automatically processed back to the original EBT card.

4. Verify and Complete the Refund

   • Confirm that the refund has been processed correctly.

   • Provide the shopper with a new receipt showing the refunded amount.

 Understanding Refunds for Split EBT Payments

The POS handles refunds at the order level, not the individual item level.

This means the system looks at the total amount paid by each method for the entire order. It does not track whether a specific item was paid for with EBT or another payment type (like cash or a credit card).

The system’s main rule is to never refund more money to an EBT card than the total amount originally charged to it.

Example:

• A shopper buys $20 of EBT-eligible groceries and $5 of non-EBT charcoal.

• They pay with a split payment: $20 from their EBT card and $5 with cash.

• Later, they return the $5 charcoal.

• When processing the return, the system checks if the refund amount ($5) is less than the total originally paid with EBT ($20). Since it is, the system is permitted to credit the $5 refund back to the shopper's EBT card.

Troubleshooting