Prepare the refund

In Point of Sale, select Refund/Amend, and choose Telephone as the refund/amend method.

Find the transaction, either by Transaction Number, by Patron or using Advanced Search.  Once found, select Telephone Refund/Amend.

Refund to a Donation

Choose the items to be refunded to a donation using the Select or Select All buttons on the right.  Then choose Amend.

Navigate to the Misc tab in Point of Sale, and select the Donation sale item.  Input the amount that is being donated.  It should match the Change Due total in the transaction view.

Complete the transaction by selecting Other Payment and OK.   You will be prompted to send an email to the customer. 

NOTE: In most cases, this is not appropriate so choose Do not send.

Refunding to a Credit Note/Voucher

After choosing the items to refund, select Refund.

On the Payment screen, choose Refund as Credit Note.  You may be prompted to enter a recipient name (the name of the customer is fine – this is really just for your records).

You will be prompted to send a Confirmation Email to the customer.  If have the customer’s email address, you should do this, as the email will contain a Credit Note that they can redeem online or in person.

Refunding direct to customer's Debit/Credit card

After choosing the items to refund, select Refund.

On the payment screen, select Refund to Credt or Debit Card.  You will be presented with two options: Refund to original card / Enter new card details.

If the payment processor has retained the customer's details, you can choose Refund to original card.  This will then present the option to refund to card, with the customer’s masked card details.  If successful, you will see a message confirming the refund has been processed.

NOTE: It is not always possible to refund to the original card.  If the card has expired, or the transaction was a long time in the past then this option may not be possible.  If the refund does not complete, then a refund will need to be completed instead with the customer providing their details over the phone or in person via the Chip & PIN device.