Give a client their money back, all of it or part of it, and keep the cash drawer honest from the morning float to the evening count.
Before you start
- Refunds need the refund permission. Without it, there's no Refund button on your sales.
- The cash drawer has its own permission, separate from taking payments. Counting, closing and correcting it needs the drawer's manage permission.
Refund a sale
Find the sale
Go to Point of sale → Sales and find the sale. Use From, To and Find client to narrow the list.
Open the refund panel
Select Refund on the sale's row. You can also select Refund at the top of its receipt.
Pick the payment
A sale paid with more than one method has more than one payment. Under Refund from, choose the one you're refunding. Each shows its method, when it was taken and how much is left to refund.
Choose what to refund
Under What to refund, choose Whole sale for everything left on that payment, Items to pick the items coming back, or Amount to type a sum. An item comes back at what the client paid for it, after its share of any deal or discount. Only services and products can come back on their own: anything else on the sale, such as a gift card, package or membership, shows Goes back only with the whole sale.
Give a reason
Enter a Reason. It's required and goes in the audit log.
Decide about stock
For Whole sale or Items, tick Restock items to put the products back in stock at this location. A refund by amount always leaves stock where it is.
Refund
Select Refund and the amount. The money goes back to the client by the method they paid with.
You can refund a sale more than once. After a partial refund, the panel offers only what's left, and each refund keeps its own reason.
What a refund reverses
- Loyalty points earned on what comes back are taken back. A refund by amount takes back the same share of the points.
- Commission follows the items refunded.
- Package and membership use comes back to the client on a whole-sale refund.
- Stock returns only when you tick Restock items.
Refunding a gift that hasn't been sent yet
A gift card sold to be sent on a later date can be refunded with the whole sale like any other. The refund voids the card and cancels the send, so the recipient never gets the email. The card's panel shows Not sent.
Refunding a membership renewal
When the payment is an automatic membership renewal, the panel shows the period it paid for and how much of it the client has used, and suggests a refund of the charge minus what was used. Then choose what happens to the membership:
- Refund and end now removes the renewal's unused credits, turns auto-renew off and ends the membership today.
- Refund and end at period end keeps the credits until the period ends, then ends the membership.
- Goodwill refund only leaves the membership as it is.
Credits already used are never taken back.
Run the cash drawer
The drawer turns a day of cash into a count you can check. Open it in the morning, sell as normal, and count it at night.
Open the drawer
Go to Point of sale → Cash drawer. Under Start of day, enter your Opening float, the cash you're starting with, and select Open drawer.
Sell as normal
Every cash payment and cash refund counts against the open drawer.
Count the drawer
At the end of the day, under End of day, count every note and coin and type the total in Counted total. The expected amount shows as a guide.
Close it
Select Close drawer. If the count is more than $20 short or over, Owneli asks Close with a difference?: add a Note saying why, then select Close anyway.
The close becomes a Z-report under Z-report history, comparing your count with what was expected: the float, plus cash sales, minus cash refunds, cash drops and tip pay-outs.
During the day
- Record a cash drop when you move cash to the safe or the bank, so the count at close still adds up.
- Tips to pay out lists cash tips waiting for each team member. Select Pay out to record handing them over.
Correct a closed count
Typed the wrong figure? Open the closed session in Z-report history and select Correct count. Enter the Corrected count and a Reason, then select Save correction. The original count stays on record beside the correction, and the session shows Corrected.
Check it worked
- A refund appears on the original receipt as Refunded and Net paid, and in Reports → Refunds & voids.
- A closed drawer appears at the top of Z-report history, marked balanced, over or short.
If something goes wrong
There's no Refund button on a sale
Your role can't refund, or there's nothing left to refund on that sale. A sale saved as unpaid has no payment to refund yet.
The refund is more than one payment can cover
Each refund comes from one payment. For a sale paid with several methods, refund each payment in turn.
"Cash taken with no drawer open"
A cash payment was taken with no drawer open, so it isn't in any count. The next drawer you open includes it in its expected total.
An action says to close the drawer first
Some actions, such as archiving a team member, wait until their open drawer is counted and closed.