Purpose: Refund all or part of one payment on a paid order. For: cashiers, managers.
Steps #
1. In Recall, select Paid and find the order (see 1.4.1), then open Order Detail. Each payment has its own Refund button; there is no need to Reopen first.
2. Tap Refund under the payment to refund (e.g. the No.1 cash payment of $5.00 on order P0014).
3. The Refund keypad opens at 0.00 and enters cents (e.g. press 5, 0, 0 for $5.00). You can refund just part of the amount.
4. Tap Confirm; the refund is done at once (no reason is asked and there is no second confirmation).
5. A new negative record appears at the top of the payment list (e.g. No.3 … Cash : $-5.00, Refund : 09/28/2026 07:16:13 PM). AMOUNT at the bottom of the ticket does not change (e.g. still $13.73), and the order stays Paid in Recall.
Credit card refunds (PAX) #
1. In Recall, select Paid, find the order and open Order Detail. Tap Refund under the card payment (e.g. order P0001, Credit Card(PAX) : $4.69 ($0.50)).
2. The Refund keypad opens. Enter the amount to refund (e.g. the full $4.69, including the $0.50 tip added later) and tap Confirm.
3. The Terminal window opens. Tap the card terminal to use (e.g. T2). Processing starts as soon as you tap it; there’s no separate confirm button.
4. The POS shows a Wait window (Refund) while the terminal processes it.
5. There’s no separate result window. A new negative PAX transaction appears at the top of the payment list (e.g. No.2 … Credit Card(PAX) : $-4.69, DISCOVER : #T10), with Refund : 09/30/2026 03:39:01 PM below it; this record only has a Reprint button. AMOUNT at the bottom of the ticket doesn’t change.
6. For a PAX refund, the customer’s card must be read again on the PAX terminal (tap, insert or swipe), because PAX stores neither the card number nor a token. Bolt devices (VP3350, Clover) store a token, so their refunds don’t need the card.
Notes / FAQ #
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Refunds are made per payment: if the order was paid with several types (e.g. cash + Uber Eats), tap Refund under the matching payment.
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Once an order has a refund it can no longer be voided. If the whole order needs voiding, void it instead of refunding (see 1.4.6).
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Void vs refund: Void cancels the transaction and affects sales; with Refund, the guest gets the money back in 5–10 business days, and the refund is only recorded in the statistics (see 1.4.6 How to void a paid order).
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Whether refunds need manager approval depends on each employee’s permissions (set per employee on the back-office Employees screen).
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A payment can be refunded any number of times, but the total refunded can’t exceed the amount of that payment.
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Credit card refunds: for PAX card payments, see “Credit card refunds (PAX)” above; the customer’s card must be read again on the PAX terminal. Payments on a Bolt device (VP3350, Clover) are refunded without the card, so the guest doesn’t need to be there. After the batch (see 1.6.3 How to close a credit card batch), a credit card payment can’t be voided, only refunded (see 4.7.1 Why do voids and refunds affect different report dates?).
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When a gift card payment is refunded, the amount goes back onto the gift card.
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Refunds on custom payment types such as DoorDash and Uber Eats are only recorded in the POS; the actual refund is done on the platform.
