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.
Choose the refund action
The action depends on how the order can be refunded:
| Button | Use it when |
|---|---|
| Refund (Online) | The order has a supported refundable online payment. KORONA Event sends the refund through that payment provider. |
| Refund | 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 available, select it once and wait for the loading state to finish. The refund is processed without adding lines to the KORONA receipt.
If the POS shows Refund, select it to add negative sale lines to the receipt. Confirm the returned quantities and amount on the till, choose the correct refund tender, and finalize the receipt according to your local POS process.
Screenshot
pos-order-refund
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- Check that returned tickets are no longer valid and that retained tickets still match the remaining quantity.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 missing | Whether the original order has a supported refundable provider payment; otherwise use the receipt refund process. |
| 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. |
