You can refund a whole order or just some of the items on it. Card payments taken through a connected card machine are refunded back to the card. Cash is refunded in cash.
On the iPad
On an empty order, tap View Orders at the bottom of the order panel, choose Paid Orders, then tap the order. When a paid order is open, the bar under the total shows refund buttons instead of the usual payment buttons.
Refunding the whole order
Tap the refund order button in the bar under the total, or tap Menu then Refund Entire Order.
For card payments, the refund is sent to the card machine. Follow any prompts there. Teya asks you to confirm the amount first: tap Proceed.
For cash, the till shows the amount to hand back.
If the order was paid partly by cash and partly by card, the till shows Choose a refund method. The method you choose is used for the whole refund.
Refunding selected items
Tap the refund items button in the bar under the total.
Tap each item you want to refund.
Tap Refund Selected Items.
Refunding selected items works for orders paid by cash, manual card, Teya, Dojo, EVO or Square.
Refunding a custom amount
Use a custom refund to give money back that doesn't match an order, for example a goodwill gesture. It needs a Manager or Owner and is paid in cash.
On an empty order, tap Menu then Custom Refund.
Choose the tax rate, or No Tax, and enter the amount.
Tap Cash.
On Seamless Pocket (handhelds)
Tap the receipt icon at the top of the screen to open Orders, then choose Paid Orders. Tap Refund on the order, or open the order, tap ••• and tap Refund.
If you are signed in below Supervisor level, you'll be asked for a Supervisor PIN.
Choose Full Refund to refund everything, or Partial Refund to pick items. For a partial refund, tick the items (or tap Select All), check the Refund Total, then tap Refund Selected. The button shows the amount.
If cash needs handing back, the Cash Refund box shows how much. Tap Done.
The same panel has Custom Refund, for refunding a set amount from that order rather than particular items. It needs a Manager or Owner and can't be more than is left to refund on the order.
On Seamless on Android
On an empty order, tap View Orders, choose Paid Orders, then tap the order.
In the bar under the total, tap Refund Order to refund everything (confirm with Refund), or Refund Items to choose items.
If cash needs handing back, the Cash Refund box shows how much. Tap Done.
On both Android apps, Teya, Dojo and Zettle card payments are refunded to the card. Anything paid in cash, by voucher or by manual card is refunded in cash.
Common questions
Who can give refunds? Refunds need a Supervisor, Manager or Owner, and custom refunds need a Manager or Owner. On Seamless Pocket, staff on a lower level can enter a supervisor's PIN to continue. Otherwise, ask a supervisor to sign in on the till.
I took the payment on a standalone card machine. Payments recorded as manual card can't be sent back to the machine from the till. Process the refund on your card machine as well as on the till.
The order was paid using a Teya payment link. Payment link payments are refunded from the Teya portal rather than the till.
It says Already Refunded. The order has already been fully refunded, so there's nothing left to give back.
Do refunds print a receipt? Yes, if the terminal has a receipt printer. Refunds also appear in the Refunds report in the back office.