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.

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.