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 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
From POS, go to Search and make sure the Bookings tab is selected.
Enter the guest name in the Search field.
Select the guest name, then select the Refund button to process the refund.
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
From Venue Manager, go to Reports > All Reports.
Search for and select the Detailed Transaction report.
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
Select Apply filters.
Export the report to CSV.
Select the notifications icon (bell) to download the exported report.
Filter the exported report by the amount and staff to locate the booking ID .
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.
After locating the booking ID, then search for the booking ID in POS.
Select the Refund button to process the refund.