This release is rolling out gradually and may not be available to all clients yet. It applies to any return processed through the new returns flow — see "Returns With a Receipt" and "Starting a No-Receipt Return" for how to get to this step.
How Refund Options Work
Refunding to the original payment method is the default, and the most reliable path. For a split original payment, this puts each portion back where it came from in one action.
You can also choose a different refund method entirely — cash instead of the original card to avoid processing fees, a gift card, or any other tender your store takes, regardless of how the customer originally paid. This is a newer, more flexible path than refunding to original tenders, and less battle-tested — if something looks off, refunding to the original method is the safer fallback.
A refund can't exceed what's due. Same amount validation as a payment, just in reverse.
Choosing Where the Refund Goes
Step 1
On the refund screen, choose "Refund to original method" to send the money back exactly where it came from — this is the recommended default, especially for a split original payment.
Step 2
Or choose a different method — any tender your store accepts, including cash, a gift card, or another option, regardless of how the customer originally paid.
Step 3
Confirm the refund. You'll land on a completion screen with the option to print a receipt and start a new sale, the same as completing a regular payment.
Troubleshooting
Customer wants their refund on a different tender than they paid with. Choose a refund method instead of "Refund to original method" — any store-accepted tender is available as a destination, not just what was originally used.
Not sure which refund option to use. Default to "Refund to original method" unless there's a specific reason not to (a canceled card, avoiding processing fees, and similar) — it's the more established path.
A refund won't go through for more than what's owed. Expected — a refund can't exceed the return's total, same as a payment can't exceed a sale's balance.