You refund a sale on the till, from Orders. You choose what goes back and how the money goes back, and a manager approves it with their passcode. The refund appears as its own order, and the sale shows as Part refunded or Refunded.
The console shows refunds but can't make them.
Before you start
The till is online. Refunds don't work offline.
A manager is at the till, ready to approve. Every refund needs the passcode of an owner, business manager or branch manager, even when a manager is the one signed in. A cashier's passcode can't approve it.
For a card refund, the customer's card. They present it on the card terminal.
Refund the sale
On the till, open Orders and select the sale.
On the Details tab, tap Send money back.
Choose what goes back. For each item, tap + or − to set how many go back.
Check how the money goes back, on the button at the bottom. Tap it to change:
Back to the card, for a card payment;
On the card terminal, for a payment recorded under Other;
Out of the drawer, in cash. A cash sale always goes back this way.
Send it back:
Back to the card or Out of the drawer: tap Send … back with the amount, such as Send €4.20 back.
On the card terminal: refund the amount on that terminal first, then tap Confirm … refunded on the till.
A manager types their passcode under Manager approval. A cash refund, or one on another card terminal, is made as soon as it's approved. A refund back to the card is made once the card terminal approves it.
Finish:
Back to the card: the till asks the customer to present the card on the card terminal.
Out of the drawer: hand the cash back. The drawer opens by itself when it's connected to the receipt printer; otherwise open it yourself.
The till goes back to Orders, and the refund is listed beside the sale.
What can't be refunded
A sale that's already fully refunded. The till says "Everything on this sale has already been sent back."
A refund. A refund can't be undone, so check the items before the manager approves.
If something goes wrong
"That passcode can’t approve this. Ask someone who can." The passcode belongs to a cashier. Ask an owner or manager.
"Too long ago to go back to the card. Hand it back in cash." Change the method to Out of the drawer.
"This was paid on the card terminal at another checkout station. Refund it there, or hand it back in cash." Go to the till at that checkout station, or refund in cash.
"The card terminal did not answer. Hand it back in cash, or try again." Check the terminal is on, then try again, or refund in cash.
"That approval has been used or has run out. Ask the manager again." An approval works for one refund and runs out after a short while. The manager types their passcode again, just before you send the money back.
"This card has to be at the counter to send money back to it." Ask the customer for the card, or refund in cash.
"This was not paid on a card terminal connected to Vireno. Hand it back in cash." Change the method to Out of the drawer.
"Some of that has already been sent back. Check what is left." Someone refunded part of the sale already. Choose only what's left.
Cancel a sale before it's paid
To take items off before payment, remove them from the basket. To cancel a whole open table check, open it under Tables on the till where it was opened, open its menu and tap Cancel check. It's cancelled straight away, with no question.