---
title: "Can I give a refund if the guest does not have a receipt?"
slug: "can-i-give-a-refund-if-the-guest-does-not-have-a-receipt"
updated: 2026-06-16T17:15:49Z
published: 2026-06-16T17:15:49Z
canonical: "mysupport.roller.software/can-i-give-a-refund-if-the-guest-does-not-have-a-receipt"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://mysupport.roller.software/llms.txt
> Use this file to discover all available pages before exploring further.

# Can I give a refund if the guest does not have a receipt?

## Questions

- Can I issue a refund if the guest doesn't have a receipt?
- Can I issue a refund if I don’t know what the booking ID is?

## Requirements

- A refund can be given when the booking ID or guest name is provided.
- Refunds can only be done on Partially Paid or Fully Paid bookings.
- The [permission](/v1/docs/permissions-by-feature-and-role) required to issue refunds at POS is **Can issue refunds**, and in Venue Manager it is **Can refund**.

## Solution

Guests may request a refund after making a purchase at POS, but they may have lost their receipt.

**Scenario A: If you have the guest name and want to perform a refund in POS**

1. From POS, go to **Search** and make sure the **Bookings** tab is selected.
2. Enter the guest name in the **Search** field.
3. Select the guest name, then select the **Refund** button to process the refund.

> [!NOTE]
> The spelling of guest names is case sensitive. Try both upper-case and lower-case spelling to locate the customer’s name.

**Scenario B: If you do not have the booking holder name or receipt and want to perform a refund from POS**

1. From Venue Manager, go to **Reports** > **All Reports.**
2. Search for and select the **Detailed Transaction report.**
3. Filter the report by:
  - Transaction date
  - Channel as **POS**
  - POS device name as **All** or select the device name
  - Payment method as **All** or select payment method
  - Status as **Partially Paid** or **Fully Paid**
  - Type as **Payment**
4. Select **Apply filters.**
5. Export the report to CSV.
6. Select the **notifications** icon (bell) to download the exported report.
7. Filter the exported report by the amount and staff to locate the booking ID .
8. Select the booking ID to open and review the booking's **Order**, **Item** and **Payment** tabs and locate the time, date and amount of the transaction.
9. After locating the booking ID, then search for the booking ID in POS.
10. Select the **Refund** button to process the refund.

## Learn more

- [Manage staff permissions and roles](/v1/docs/create-and-manage-staff-roles-and-permissions)
- [Refund a booking at POS](/v1/docs/refund-bookings-from-pos)
- [Detailed Transaction report](/v1/docs/detailed-transactions-report)

## Related

- [Why can't I edit or refund a booking in the past?](/why-can-t-i-edit-or-refund-a-booking-in-the-past.md)
- [Can I reactivate a canceled booking?](/can-i-reactivate-a-canceled-booking.md)
- [Refund bookings from POS](/refund-bookings-from-pos.md)
- [Create a quantity-based price rule](/create-a-quantity-based-price-rule.md)
- [Permissions by feature and role](/permissions-by-feature-and-role.md)