---
title: "Why did my guest not receive a full refund?"
slug: "why-did-my-guest-not-receive-a-full-refund"
description: "Learn how to issue refunds for booking totals and tips at POS to avoid confusion for guests expecting full refunds. Follow our step-by-step guide!"
updated: 2026-09-23T22:27:28Z
published: 2026-09-23T22:27:28Z
canonical: "mysupport.roller.software/why-did-my-guest-not-receive-a-full-refund"
---

> ## 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.

# Why did my guest not receive a full refund?

## Problem

A guest received a refund on their card that was less than the expected amount.

## Cause

The tip wasn’t included in the refund because ROLLER doesn’t treat tips as part of the booking total. Tips aren’t counted as revenue and aren’t included in reporting.

Once the booking total has been refunded, you cannot refund any additional tips associated with the booking.

When you tap the **Total** button on the Refund screen at POS, it refunds only the booking amount - excluding any tips. This can cause confusion if a guest expects to receive a full refund that includes their tip.

![](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/13082188080271.png)

## Solution

To give a guest a refund that includes tips, you need to refund the individual tips at POS before refunding the booking total.

Follow the steps below to issue a refund for tips and the booking total at POS.

## Refund individual tips at POS

1. From POS, select the **Bookings** Tab.
2. Search for the booking using one of the following:
  - Name
  - Booking ID
3. Select the booking in question.
4. Select **Refund**. ![](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/13082172869007.png)
5. Select the payment method.
6. Select **Individual tips**. ![](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/13082188080399.png)
7. Select tips to refund.
8. Select **Continue**.
9. Enter your **POS PIN**. Authorization is required for all refunds.
10. Select **Refund**.
11. Select **Done**.
12. Confirm there is no longer a tip in the Total.

## Refund the booking total at POS

1. From POS, select the **Bookings** Tab.
2. Search for the booking using one of the following:
  - Name
  - Booking ID
3. Select the booking in question.
4. Select **Refund**.
5. Select the payment method.
6. Select **Total**. ![](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/13082172869135.png)
7. [Optional] Select the checkbox for **Cancel booking once refund is processed**.
8. Enter your **POS PIN**. Authorization is required for all refunds.
9. Select **Refund**.
10. Select **Done**.

## Related

- [Add and assign tips at POS](/add-and-assign-tips-at-pos.md)
- [Prompt for tips at card terminals with ROLLER Payments](/prompt-for-tips-at-card-terminals-with-roller-payments.md)
- [Refund bookings from POS](/refund-bookings-from-pos.md)