Refund or return a POS sale

Use this when a paid order needs a full or partial return at the point of sale (POS). The POS shows a refund only after the order has been changed so its unsettled total is negative.

Do not use this workflow only to move a booking to another date. Follow Move or rebook an order and handle any price difference explicitly.

Before you start

Confirm:

the correct order number, customer, event, date, price category, and original quantity
which items or quantities should be returned
how the original payment was taken
whether your role is allowed to refund and whether supervisor approval is required
whether tickets must be revoked, replaced, or reprinted

Never repeat a refund because the screen appears slow. Check the order and receipt first to avoid refunding twice.

Find and change the order

In the POS, open Orders.
Search for and open the order.
Compare the order with the customer's ticket or receipt.
Reduce the affected Quantity, or remove the item for a full return.
Review the order total. A negative unsettled amount means money must be returned.

POS order list used to find a paid sale — Find and verify the original order before changing quantities or starting a refund.

Choose how to issue the refund

Select Refund. The Choose how to issue the refund dialog offers the available refund paths.
Select one of the two refund paths:

Choice	Use it when
Refund online	The order has a supported refundable online payment. KORONA Event sends the refund through that payment provider.
Add refund to receipt	The negative line must be added to the KORONA receipt so the till handles the return through its normal payment process.

If Refund online is disabled, the existing online payment cannot cover this refund through the supported provider flow. Use Add refund to receipt instead.

After Refund online completes, verify the provider transaction and amount as described below.

After selecting Add refund to receipt, confirm the negative sale lines and amount on the till, choose the correct refund tender, and finalize the receipt according to your local POS process.

POS refund dialog with online and receipt choices for a negative unsettled amount — Select Refund, then choose either Refund online or Add refund to receipt.

Verify the result

After the action completes:

Refresh the order and confirm the new item quantities and total.
Confirm the connected POS receipt or online refund was finalized once.
Check that returned tickets are no longer valid and that retained tickets still match the remaining quantity.
In the back office, review the order Overview, Documents, and History when the refund state is unclear.
For an online refund, confirm the provider transaction when the customer needs proof that the refund was submitted.

The customer's bank may take additional time to credit an online refund even after the provider accepted it.

Expected result

The order contains only the retained quantity, the correct amount was returned once through the original or approved tender path, returned tickets are revoked, and the order, document, receipt, and payment states agree.

Troubleshooting

Problem	What to check
No Refund button appears	Whether the paid quantity was reduced and the unsettled total is negative.
Refund online is disabled	Whether the original order has a supported refundable provider payment; otherwise use Add refund to receipt.
Refund was added to the receipt twice	Stop before finalizing again; compare the current receipt, order quantities, and order History with a supervisor.
Online refund stays incomplete	Order and invoice refund state, provider dashboard, error or debug ID, and the back-office retry process.
Customer still has a valid old ticket	Returned quantity, ticket state, reprint or resend history, and whether the order change was finalized.