Refund or credit an order from the back office

Sometimes you need to refund after the fact – for example an online order or a complaint the next day. Then you do it from the back office instead of the POS.

Steps

1. Find the order: Go to Orders, and search or filter for it. See "Searching and filtering your orders".
2. Open the details: Click the order to see line items, payment and status. See "Viewing the details of an order".
3. Choose refund: Click Refund / Credit.
4. Choose what: Refund the whole order, or pick individual items and quantities.
5. Confirm: The amount is returned, usually to the original payment method.

Good to know: Refunds show in your reports. See "Tracking refunds, discounts and tips". For card payments, the money can take a few days to reach the customer's account.

Tip: If the customer is physically at the till, it's faster to refund there. See "Refund or return on the POS".