Skip to content
FocalPOSFocalPOS Help

Refund a payment

Refund all or part of a payment from the tablet. Every refund needs the PIN of an employee who is allowed to give refunds.

Show the steps in this video as text

Refund a payment

  1. Open the menu (top left) and tap Transactions.
  2. Find the payment and tap Refund on its row.
  3. Pick a reason.
  4. Whole rest refunds everything left. For part of it, tap Partial and type the amount. Then tap Refund.
  5. An employee who may issue refunds enters their PIN and taps Continue.
  6. Done. For a cash payment, hand the money back to the customer, then tap Done.

How do I refund a payment?

Section titled “How do I refund a payment?”
  1. Open the menu (top left) and tap Transactions. Pick another day with the date button if needed.
  2. Find the payment and tap Refund on its row.
  3. Pick a reason: Service issue, Wrong amount, Duplicate, Customer request or Other (Other needs a note).
  4. Choose how much: Whole rest refunds everything not refunded yet. Partial lets you type an Amount (and the tip part, if any).
  5. Tap Refund. An employee who may issue refunds enters their PIN and taps Continue.
  6. For a cash payment the tablet says “Hand $x back to the customer”: give the cash back. Card refunds go back to the card. Tap Print slip if you want one, then Done.

Can I refund from the visit instead?

Section titled “Can I refund from the visit instead?”

Yes. Open the visit, tap Refund at the bottom and pick the payment to refund. The steps are the same.

Can I give a partial refund?

Section titled “Can I give a partial refund?”

Yes. Choose Partial and type the amount. You can refund the rest later: Left to refund shows what is still refundable. The row in Transactions then says Partly refunded.

Troubleshooting

Section titled “Troubleshooting”

Who can approve a refund?

Section titled “Who can approve a refund?”

An employee whose staff profile allows refunds. The owner sets it in the dashboard on the staff member’s profile. Refunds always ask for a PIN, whatever the tablet’s settings.

It says “Refund in progress” or “The refund is still pending”

Section titled “It says “Refund in progress” or “The refund is still pending””

Card refunds can take up to two minutes. Wait, then check again. Don’t refund the same payment twice.

It says “Refund not done”

Section titled “It says “Refund not done””

Nothing was refunded. Check the internet connection and try again. If it says the refund may have gone through, check Transactions before trying again.

The Refund button is missing

Section titled “The Refund button is missing”

The tablet’s profile doesn’t allow refunds or past transactions. The owner can turn them on in the dashboard under Devices, Profiles.