When a sale was covered entirely by a client's package sessions, membership credits or points, it closes at $0 with no payment, so there is nothing to refund. If it was rung up by mistake, for the wrong client or the wrong service, undo it instead: the client gets their sessions, credits and points back, the sale is voided, and its appointment goes back on the calendar to be checked out again.
Before you start
- Who can do it: admins and owners, or anyone whose role can void sales.
- The sale took no money. If any part was paid by card, cash or gift card, refund it instead. See Refunds and the cash drawer.
Undo the sale
Open the sale's receipt
Go to Point of sale → Sales and select the sale. You can also open it from the client's profile, under Sales, or from the calendar: select the appointment, then View sale.
Choose Undo sale
On the receipt, select Undo sale. On a phone, and in the calendar's sale panel, it's in the ⋮ menu.
Give a reason
Enter a Reason, such as "Redeemed on the wrong client". It's kept on the audit log.
Confirm
Select Undo sale. You see Sale undone: the sessions, credits and points are back on the client's account.
Undoing a sale also takes back the commission it earned and puts any product it included back in stock. It can't be reversed, but you can check the appointment out again.
Check it worked
- The receipt says This sale was voided, and the sale shows as Voided in Point of sale → Sales.
- On the client's Items, the package or membership shows the sessions back.
- On the calendar, the appointment is back and offers Checkout, so you can ring it up the right way.
If you check the appointment out again, the client isn't thanked for the visit twice.
If something goes wrong
I don't see Undo sale
Undo sale shows only when every part of it can be reversed. It's missing when:
- Money was taken. Refund the sale instead.
- The sale still owes a balance. Collect it or finish the sale first.
- The sale sold a package, membership or gift card, rather than using one. Adjust that item from the client's profile instead.
- The sale was imported from your previous system.
- Your role can't void sales. Ask an admin or owner.
"This sale took a payment, so refund it instead"
A payment was added to the sale since you opened it. Refund it instead.