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Processing Refunds

The refund process allows you to issue refunds to your guests using the SpotOn POS system, regardless of where the order was processed. You may issue a full refund for orders, items, surcharges, and partial or full refunds for tips.

Refunds can be completed for orders processed on the Restaurant Point-of-Sale, SpotOn Serve, SpotOn Order, or via SpotOn QR ordering.

Process Full Refund

Action	Display
1. From the FOH, open the Select Command… menu 2. Tap Refund
3. Use the Search Bar to search for the desired order Search by name, order number, or the last 4 digits of the card used Orders matching the criteria will display Info Please note, refunds can only be processed on transactions made in the last 100 days. Transactions made more than 100 days prior will not display.
4. Select the desired order Tapping once on the order will allow you to view the order details to confirm you have selected the correct order Tap twice on the order to enter the Refund screen
5. After tapping twice on the order from the Search screen, the Refund screen will display All refundable items will automatically be highlighted in blue The credit card used for payment will display on the right, showing the order amount, and the refundable amount
6. In the left panel, deselect any items you do not wish to refund Info Selected items will always be highlighted in blue Any changes made will be reflected in the Payment Details column and the To be refunded section 7. When only the items or charges you wish to refund are highlighted, and the To be refunded amount is correct, tap Apply Refund Info Refunding to a different payment method than originally used is not supported
8. A Confirmation popup will display, tap Accept to process the refund
9. The Send Receipt popup will display, enter the guest’s email address and tap Send to send an email receipt Info Email receipts are the only option for receipts at this time, the POS will not print a refund a receipt Sending an email receipt is not required, but it is good practice to do so at the time of the refund
The receipt email will be sent from: noreply@spoton.com The Subject line will read: "Refund receipt from {Location Name} for order {order number}" Email receipts will contain: Restaurant name & information Date & time Order number & server name Last four digits of the credit card number & card type Refund items & amounts The total amount refunded
Partially Refund Tip / Edit Tip Info Tips are the only charge that can be partially refunded 1. Follow Steps 1-5,as shown in the section above 2. Press the Edit Tip button located beneath the Payment Details section
3. In the Edit Tip popup, input the tip amount to be refunded 4. Tap Accept
5. The To be refunded amount will be updated Tip In this example, the tip amount charged was $0.50, and the user is refunding $0.25 6. Tap Apply Refund
7. A Confirmation popup will display, tap Accept to process the refund
8. The Send Receipt popup will display, enter the guest’s email address and tap Send to send an email receipt Info An email receipt is the only option for a receipt at this time, the POS will not print a refund receipt Sending an email receipt is not required, but it is good practice to do so at the time of the refund
The receipt email will be sent from: noreply@spoton.com The Subject line will read: "Refund receipt from {Location Name} for order {order number}" Email receipts will contain: Restaurant name & information Date & time Order number & server name Last four digits of the credit card number & card type Refund items & amounts The total amount refunded

Refund FAQs

When can I issue a refund?

Refunds are only supported on transactions from previous business days where the credit card or prepaid gift card payments have been batched successfully.

Any reversals of credit card or prepaid gift card payments on the same business day are considered voids, and should follow the void procedures that are already in place. Please see Voiding Transactions for more information.

Refunds can only be done on transactions from the last 100 days.

What types of payments can be refunded?

Refunds can be issued on transactions processed with credit cards and prepaid gift cards such as Visa, Mastercard or other prepaid credit card gift cards.

Can I refund to a different payment type than the original transaction?

No, refunding to a different payment type than originally used is not currently supported.

Can I process refunds for transactions handled by a 3rd party, such as DoorDash, ItsACheckMate, UberEats, etc.?

No, refunds involving 3rd party order or payment providers is not currently supported.

Are tips and surcharges refundable?

Yes, anything that contributes to a payment amount is refundable. The tip amount can also be customized when refunded.

Refunds can include menu item(s), subitem(s), gratuities, surcharges, tips and any taxes associated with those payments.

How can I limit the FOH Users that can action refunds?

Refunds are permission-based and are provisioned at the Job Position level. If the user does not have Refunds provisioned for their role, the refunds command will not be available to select on the front-of-house Commands Menu.

Please see Enable Refunds | SpotOn Restaurant BOH for more information.

What receipt options are there for completed refunds?

Upon completion of the refund, the guest will have the option to receive an emailed receipt with the refund details.

Currently, there is not an option to print the refund receipt for the guest.  All receipts will need to be emailed. 

Where can I view and reconcile refunds that have been processed?

Refunds will now be reflected in several of our reports including Daily Sales Recap, Credit Card transactions, Close Report Summaries, QuickBooks Export, Payment List, and Product Mix.

Several reports have been updated to include refunds. Reports that were not updated to reflect refunds will show a message banner if there are refunds in the selected time period that may cause a discrepancy in sales figures.

It is important to note that refunds will report on the date-of-business that the refund was processed and will not retroactively change historical reporting.