Refund money with a credit note

When a client is unhappy or brings a product back, you refund all or part of a finished sale. A finished sale is never changed or deleted: the refund is recorded as a negative payment on the same sale.

Credit note or correction

• With Issue a credit note on (the default) you give money back for what was sold. The sale and its VAT go down and a numbered credit note is made, from the same sequence as the location's receipts.
• If you switch Issue a credit note off, you only correct a wrong payment method, for example card that should have been cash. No credit note is made and the amount is due again until you take the payment again. Then also set Back in stock to 0 and switch off the switches for sessions, subscriptions and gift cards: they are on by default for a correction too.
• Under Refund for you pick the items. Each item is credited at its own VAT rate. If you pick nothing, you refund an amount that is spread over the sale's rates.
• You never refund more than was paid on the sale.

Refund a sale

1. In the menu, go to Checkout and open the finished sale.
2. At the top right, click the three dots (More) and choose Refund.
3. Leave Issue a credit note on if you are giving money back for what was sold.
4. Under Refund for, pick the items. For a line of several, choose how many. You can lower the amount per item.
5. Check the Amount. It follows the items you picked. You can raise it, for example to give the tip back too, but not lower it below the items.
6. Under Refund via, choose how the money goes back. By default that is the method of the last payment. If a gift card paid, you can put the money back onto that gift card.
7. Fill in a Note if you like and click Refund.

Stock, sessions and gift cards

• Back in stock: per product, how many go back on the shelf. By default it is set to the number you refund, or to all of them if you pick no items. Set it to 0 for a product that came back opened or broken.
• If a service was paid with a subscription, the refund gives the session back.
• If a subscription was bought on this sale, you can cancel it. After that it can no longer be used.
• If a gift card was sold, you can Void the gift cards sold. That cannot be undone.
• These choices are on when the refund covers that line, or when you refund everything that was paid without picking items. You can switch them on or off yourself.

The credit note

Under Receipt you then see Credit note with its number and the amount credited. You print, download and email the credit note like a receipt. If Receipt after checkout is on under Marketing › Automations, the client gets it by email automatically.

You need the permission Can void a sale for this. Without it you do not see Refund. You set it under Settings › Team members › Permission roles.

Frequently asked questions