Refund

Goal

Refund part or all of a previous sale from the invoice history, pick exactly which lines go back, and leave a credit note on the record with the reason attached.

Where this happens

• In the back office (Core App): open Daily Operations → Customer Service → View Invoices, find the original sale, and refund it from the invoice's action menu. The refund screen itself is a full page titled Refund Invoice #(number).

This page covers the back-office flow — the one used when the sale was made on any till in the store.

Roles that can do this: any user with the Refund permission. The screen checks the permission twice — when you open the refund from the invoice list and again when the refund page loads — and shows a warning if you do not have it.

Prerequisites

• Sign in to the Core App first — see Login. You land on the dashboard after choosing your store.
• Needs the right user permission. These menu items follow your user's permissions. If the item shows a restriction marker - or clicking it does nothing - your user does not have permission yet. Ask your franchise admin to grant it (see Who can do what (permissions)). Refunding specifically needs the Refund permission.
• You are signed in to the store where the sale was made.
• You know the invoice number, or you can find the sale by searching the invoice list.

Steps

1. Find the original sale

1. In the sidebar, expand Daily Operations and open Customer Service → View Invoices.
2. Search the invoice list (pick the date range and search) until you find the sale the customer is returning.
3. Open the invoice's action menu and click Refund Invoice.
4. The app checks your permission. If it shows "You do not have permission to perform a refund", stop and ask your franchise admin to grant the Refund permission.

2. Choose what to refund

The Refund Invoice #(number) page opens with the sale loaded.

1. Check the Invoice Summary card at the top — Invoice #, Customer, Date, Payment, and Total — to confirm you have the right sale.
2. In the Refund Lines list, tick the checkbox next to each line the customer is bringing back. Use the Select All switch to tick every line at once.
3. Adjust the refund quantity on each ticked line so it matches what was actually returned — part-quantities work, so you can refund 2 of a line of 5.
4. A line only counts when its box is ticked and its quantity is above zero. If the sale has nothing refundable, the list shows "This invoice has no refundable lines."

3. Give a reason

1. At the bottom of the page, open the Refund Reason dropdown and pick one:
   • Missing Quantity
   • Missing Item
   • Damaged
   • Wasted
   • Raw Material Shortage
   • Refund
   • Wrong Customer TPIN
2. The reason is required — Process Refund stays switched off until a reason is picked and at least one line is selected.
3. Check the Refund Total shown next to the buttons. That is the amount that will be credited.

4. Process the refund

1. Click Process Refund.
2. Wait for the confirmation — "Refund processed successfully".
3. The new credit note prints automatically. If printing fails, the refund is still booked — you can reprint from View Invoices afterwards.
4. The screen returns you to the invoice list.

Expected result

• A credit note is booked for exactly the lines and quantities you ticked, at the total you confirmed.
• The confirmation "Refund processed successfully" appears.
• The credit note prints automatically at the store printer.
• You are back on View Invoices, where the refund sits in the list alongside the original sale (refunds show as credit notes, with a negative total quantity).
• The reason you chose is recorded on the credit note.

Edge cases

• Process Refund is greyed out. Pick a refund reason and tick at least one line with a quantity above zero. The screen warns "Please select a refund reason" or "No Items Selected" if you try to continue without them.
• You are told you do not have permission. The screen warns "You do not have permission to perform a refund" and the refund does not open. Ask your franchise admin to grant the Refund permission — see Who can do what (permissions).
• The invoice has no refundable lines. The refund list shows "This invoice has no refundable lines." Confirm you opened the right invoice before escalating.
• You cannot find the original sale. Widen the date range and search again. If it still does not appear, the sale may have been made at another store — escalate to the supervisor.
• The credit note did not print. The refund is already booked — printing failures do not undo it. Reprint from the invoice's action menu on View Invoices (Reprint Credit Note (Duplicate) or (Original)).
• You picked the wrong reason or wrong quantities. The credit note is booked the moment you click Process Refund — there is no undo on this screen. Double-check the Refund Total and reason first, and ask your supervisor how to correct a booked credit note.

Related

• Sales at the till
• Cash-up & finance
• How to manage customers
• End-of-day checklist
• Support & escalation