Session Info and Recording

Thank you for joining us to review POS Voids vs Refunds. This session offered a brief walkthrough of the POS refund and POS void processes, along with a look at the reporting and household documentation of each function. We hope that this glimpse into the use of POS cancellations will encourage you to reach out for more information, if needed, from our Client Services team.

Session Recording link 

There may be instances when a payment in POS needs to be refunded or when a payment is accidentally or incorrectly made within the POS system and needs to be voided before it processes through the payment gateway. Voids are used for transactions that haven't batched in the system yet (same-day cc purchases, for instance), and refunds are used to cc purchases that have batched or for cash/check purchases.

Refunds

Refund a Cash/Check/Account Credit Purchase

These can be same-day or previous purchases.

1. Open the POS portal
2. Click Refund Invoice
3. Set the date range to find the transaction to refund
4. Find transaction in list or enter the Invoice # in the field
5. Click Cancel (Refund)
6. Check items that require refund
7. Click Refund Selected Items
8. Notice if the Refundable by CC column says ‘yes’ or ‘no’
   1. No - the item was purchased today and hasn’t processed (batched) OR the item was not a credit card purchase
      1. This can be refund by check or cash, or you can void this transaction instead
   2. Yes - the item has been batched successfully and can be refunded to the cc (see section below)
9. Enter Reason for Refund
10. Select payment type for refund from dropdown (cash, check, account credit, etc)
11. Click Issue Refund
12. Confirmation is displayed and available to print

Refund to CC

1. Open the POS portal 
2. Click Refund Invoice
3. Set the date range to find the transaction to refund
4. Find transaction in list or enter the Invoice # in the field
5. Click Cancel (Refund)
6. Check items that require refund
7. Click Refund Selected Items
8. Notice if the Refundable by CC column says ‘yes’ or ‘no’
   1. No - the item was purchased today and hasn’t processed (batched) OR the items was not a credit card purchase
      1. This can be refund by check or cash, or you can void this transaction instead
   2. Yes - the item has been batched successfully and can be refunded to the cc 
9. Enter the Reason for Refund
10. Select Credit Card as the payment type for refund from dropdown
11. Select Yes to Refund to Authorize.net or Fortis Zeamster (only for Authorize.net clients or Fortis Zeamster; other gateways will require an additional manual refund in the gateway) Date-dependant 
12. Click Issue Refund
13. Confirmation is displayed and available to print

Authorize.net

Zeamster

View Cancelled POS in the Household

1. Navigate on the management screen to the household
2. Click POS tab
3. Look at active purchases – note that the item is not there
4. Click the Canceled Item link
5. See the canceled items to confirm

Voids

This is used for credit card purchases in POS that haven't processed (batched) and other transactions when you want to prevent the payment from processing to the credit card or do not have the ability for a credit card refund.

1. Open the POS portal and click Refund Invoice
2. Set the date range to find the transaction to refund
3. Find transaction in list or enter the Invoice # in the field
4. Click Cancel (Refund)
5. Note that the item cannot be refunded to the cc because it was purchased today
6. Click Cancel Refund button
7. Click Cancel (Void) instead
8. For credit card purchases, select Void transaction from Authorize.net or Fortis Zeamster (only for Authorize.net clients or Fortis Zeamster; other gateways will require an additional manual void in the gateway)
9. Click Cancel Items and Void All Payments
10. View Confirmation and click Return to Refund Invoice

View Voids in the Household

1. Navigate on the management screen to the household
2. Click Finance tab
3. Click View/Edit for the invoice
4. See the cancelled items and the voided payment

Adjusting the Inventory for Faulty Product Returns

In rare situations, you will need to update the inventory of a product due to a quality issue, like a stale bag of chips or melted candy bar. A management side user can adjust the count of an inventoried item in the Products list.

1. Go to Products in the Management portal
2. View the Product List
3. Click to Edit (pencil icon) the product
4. Remove the # from inventory for the faulty items you refunded
5. Click Submit
6. For reporting purposes, your staff can see when the inventory was manually adjusted by clicking the Inventory number next to the pencil icon

Reporting

You can view the Cancellation Report and the Voided Transaction Report in the Financial Reports screen, under Other Reports.