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 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.

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
• Refund a booking at POS
• Detailed Transaction report