Processing refunds at POS

When a payment has been processed or a sale has been made in error, you can refund the transaction at POS. A variety of POS settings control refund behavior, such as when a refund can be offered and whether you must enter a reason for providing a refund.

Important! Only users in the Manager or Supervisor user group can approve refunds, but POS operators can remain logged in while a manager refunds a transaction.

1. Tap More.
2. Tap Refund.
3. Select the transaction you want to refund. You can:
   • Look up a transaction by number, user, or workstation.
   • Select a transaction. This option is helpful if you're refunding a very recent transaction, such as one that has just been completed in error.

   Note: Don't select the Refund Ticket or the Refund Concessions option. These options bring up a list of individual items that have been sold, but they don't let you select a full transaction to refund.

4. Enter the user ID and PIN of a user with security to refund transactions.
5. If necessary, enter information required to identify the transaction, such as a transaction number or user ID, and then select the transaction you want to refund.
6. Select individual line items within the transaction or tap Select All to refund the entire transaction.
7. If required, select a reason for the refund.
   

   Tip: Your POS settings determine how refunds are handled at POS, including whether entering a reason for a refund is required.

8. Select a payment type. Typically, you'll select the payment type used for the original transaction.
   • To provide a refund in cash, tap the Veezi button instead of selecting a payment type.
   • An error message appears when you select a payment type that can't be refunded for the selected transaction, such as when you select Credit Card instead of Online Payment as the payment type for a purchase made in your online sales channel.
     

     Important! If you've set up integrated payments and your POS operators don't type transaction totals into a pin pad card reader, you can't refund credit cards.

   • Choose Online Payment to refund a V-Tix transaction.

     Note: You can only refund V-Tix transactions if you're using Stripe or Windcave as your payment processor. You must also use the same payment processor for online and POS transactions to process V-Tix refunds from POS.

9. Select the line items to refund.
10. Tap the Veezi button to complete the refund.

If you're using cash management or a refund is for a past date

These scenarios require different steps:

1. In Veezi, go to Management > Daily Management.
2. Reopen the day.
3. Log in to POS.
4. Tap More > Settings > Past Sales Entry.
5. Reopen the day.
   1. You'll need your manager's credentials for this part.
6. If you're prompted to resume an open POS session, tap Yes.
7. Complete the refund.
8. Log out of POS.
9. In Veezi, close the open POS session.
10. Close the day.

Note: If you want to refund a booking, you have to collect it in normal mode before trying to refund it in past-day sales mode.