Issue a Refund for a completed order

When a guest changes their mind or you need to put money back on a card, you can refund any Completed order right from the Order details screen.

Last updated 6 months ago

Prerequisites

  • You’ve opened the order from History or Your register › Paid orders.

  • The order status is Completed—the Refund button only shows for completed (but not yet refunded) tickets.

  • The ticket wasn’t previously Canceled or Refunded (those statuses hide the button).

Step-by-step

  1. Open the Completed order
    From History (bottom bar) or the Paid section in Your register, tap the order to view its details.

  2. Tap Refund
    The button sits in the top-right corner of the Order details screen for eligible orders.

  3. Confirm the refund
    A confirmation modal appears with Cancel and Confirm options.
    Tap Confirm to continue, or Cancel to close the dialog with no changes.

  4. Refund processing
    After you tap Confirm:

    • The app flags the ticket as Refund initiated and hides the button while processing.

    • On success, status changes to Refunded and the button stays hidden.

  5. If the refund fails
    You’ll see an error: “Refund failed. Please try again.” The status switches to Refund failed and the Refund button reappears so you can retry.

Troubleshooting

  • Refund button missing - The order may already be Canceled, Refunded, or still Awaiting payment. Only completed-and-paid orders show the button.

  • Error keeps showing - Wait a moment and retry; if it continues contact support.

  • Button greyed out - The refund is already in progress (Refund initiated status); the button returns if the attempt fails.

FAQ

  • Can I refund part of an order?
    No, not yet.

  • Where do refunded tickets go?
    They remain in History with a red Refunded label for your records.

Refunds handled—your guest will see their money returned according to their bank’s processing times.