Refund a booking from POS

If a guest makes changes to their booking, which results in a credit owing to them, you may need to issue a refund. This can be done quickly and conveniently from POS.

This guide walks through how you can process full or partial refunds using ROLLER POS.

Watch how to process refunds at POS

Find the booking, select refund and choose the payment method.
 

Permissions required

To process a refund, staff must have the Can issue refunds permission. 

The POS PIN required for refunds option in Venue settings decides if an authorized POS PIN is also needed. You can find this setting in Venue Manager:

• Go to Account > Venue settings
• Scroll to Bookings & enquiries > POS PIN required for refunds

If the venue setting is off (disabled):

• Staff with Can issue refunds can process refunds directly
• Staff without the Can issue refunds permission must get another staff member with this permission to enter their POS PIN

If the venue setting is on (enabled):

• A POS PIN is needed for every refund.
• The POS PIN must be from someone with both Can issue refunds and POS admin permissions.
• Staff who have both can use their own POS PIN; otherwise another authorized staff member with both Can issue refunds and POS admin permissions must enter theirs.

Issue a refund

To issue a refund from POS, follow the steps below.

1. From POS, search for the booking by booking name or booking ID, then select it from the results.
2. Select Refund at the bottom of the screen.
3. Choose the refund method (eg cash, card, gift card or wallet).

4. Enter a custom amount to refund or select one of these options:

   Options	Description
   Total	Refunds the full amount. By default, the booking is cancelled unless you deselect Cancel the booking once the refund is processed.
   Individual tickets	Refunds selected tickets. Refunded tickets are removed from the booking and can’t be used. Selecting all tickets cancels the booking.
   Individual tips	Refunds one or more tips recorded on the booking (eg if tips were added across different payments).

    

5. Select Issue refund to process the refund.

View who issued the refund

You can see which staff member issued a refund in the POS activity stream. The authorizing staff member’s name is shown below the refund activity item.

To check:

1. From POS, select More (bottom left) from the menu.
2. Select Activity.
3. Search for the booking by name or ID, or scroll through the activity stream.