Troubleshooting Common Refund Issues in POS
This article explains how to troubleshoot common refund-related issues encountered during POS transactions. It outlines procedural or policy-related causes and provides step-by-step solutions for each issue.
Key terms
POS: Point of Sale; the system where sales and refunds are processed.
Gift Card: A prepaid card issued for use at centers.
Group Invoice: A consolidated invoice for services/products booked together for multiple individuals.
Cross-Center Refund: The ability to process refunds at a different center than where the transaction occurred.
Prerequisites
Users must have the required refund permissions enabled.
Users must have access to the guest's invoice and sales details.
Ensure organization-level settings are configured appropriately such as allowing cross-center gift card refunds.
Location-specific restrictions for gift card refunds
Refunds for gift cards may not show up if you are trying to process them at a different center from where the purchase was made.
To allow refunds across centers, follow these steps:
At the organization level, click Configuration.
Switch on the Allow cross center refund for gift cards toggle.
Click Save.
Refund unsuccessful due to zero gift card balance
When you attempt to refund an invoice where the gift card (GC) used has a zero balance, Zenoti does not allow the refund. This is expected behavior. However, if the guest still expects a refund, you can take the following steps, only if your organization has enabled the setting to allow refunds for partially redeemed gift cards.
To process the refund, follow these steps:
Reopen the invoice where the gift card was redeemed.
Delete the gift card redemption from the invoice. After the redemption is removed, the gift card will have some balance restored.
If the setting Allow refund for partially redeemed gift cards is enabled for your business, proceed to refund.
Click Take payment > Close invoice.
Note
If the Allow refunds on partially redeemed gift cards setting is not enabled, Zenoti will still block the refund, even after redemption is removed. To enable this setting, reach out to a person from Zenoti.
Refund to original payment fails due to bank restrictions
Bank policies may restrict refunding to the original payment method after a certain time period.
To refund the guest, follow these steps:
Issue a prepaid card for the refund amount or process the refund as cash.
Group Invoice Refunds
Refunds for group invoices cannot be processed.
Invoice-level refunds are not supported for group invoices. Refunds must be processed individually per invoice. If you're unable to refund even at the individual invoice level, contact your Zenoti administrator to verify your refund permissions.