Getting started with Refunds & Voids
You need to refund a product or a whole order on Kounta POS and don't know where to look? Or perhaps you need to keep your staff accountable and track the refunds that are getting entered in Kounta POS.
What's in this guide?
How to Refund an Order (or just an Item)
Once you have made a sale on the Kounta POS, you can follow these steps top perform a refund of either a whole order or, just part of an order;
1. Place an order
2. Oops
3. Head to the History Tab on the POS (it's in the top right of the POS screen ;) )
4. Click on the order you wish to Refund
5. You will now see a big red "Refund Sale" button appear in the bottom right of the POS screen - Click this button
6. A prompt for the order will appear - Click on the orange "Refund Sale" button
7. If you only have one item on this order you will then be prompted for the refund reason now - otherwise, you can skip to Refund a Part Order (if you are using the Refund Reasons add-on you can also customise these options);
8. Select which account you are refunding to;
Refund a Part Order
7. (yes, we skipped from the above step 7) - On an order that has more than one item, you will be prompted to refund either the whole order or selected items;
Refund All (orange button) - Will refund everything on this order
Select the items to refund by clicking on them to appear in the "To Refund:" column
8. Click continue to refund these items.
7. Select your reason for refunding this order (Remember - if you are using the Refund Reasons add-on you can also customise these options);
8. Select which account you are refunding to;
Refund a past order
The history tab on the POS has this data - simply change to the date range you need and click Filter (the big orange button).
Then follow the steps from Refund an order above
Pro Tip - If the item they have returned cannot be re-sold you should enter it as Wastage to keep your stock levels accurate.
Pro Tip -If you are refunding a sale that was generated by an add-on (such as Mobi2Go or HeyYou) you may also need to follow a return procedure for that add-on.
Frequently Asked Questions
I can't see the Refund Sale button?
The number 1 reason is that you may not have the correct permissions on your account to perform refunds. Check with your manager or ensure that you are signing in with the correct user on the POS. More info on User Permissions can be found here.
How do I track my refunds?
Accountability and Auditing Refund Reasons is the key to success. You can find the below reports helpful;
Refunds Report - Staff Member v. Refund Reasons v. Refund Amount
Audit Report - Refund Amount v. Staff Member
Pro Tip - Refund Reasons is one of the many features available on our Manage Plan
What if I get stuck?
Hospitality doesn’t sleep - so neither do we. Our Support runs on Hospo time - 24/7
What's my next step?
Well now you know how to enter refunds and voids, you should also look at how to track these in the Kounta back office using the Refunds Report
Need to check on your staff's permission settings? Then you should head over to our guide on Managing User Permissions