Refunds and voids¶

This page shows how to give a customer money back on the register, and how a refund differs from a void.

Who can do this: anyone signed in to the tablet can start a refund. A manager approves it with their PIN when the refund is made. If a manager is the one signed in, the tablet does not ask. A record only refund always needs a manager's PIN. See Refunded outside Fran-Trak (record only).

Refund or void?¶

Use	When	What happens to the money
Refund	The customer paid and you are giving money back.	The money goes back as cash, to the card, or to the gift card. You choose.
Void	The ticket was rung in error.	The ticket leaves reported sales. A whole-ticket void sends card and gift card payments back. It does not count cash as handed back.

If you hand cash back over the counter, always use Refund. A refund takes the cash off what the drawer should hold at closeout. A void does not, so the drawer would look short.

How to void is on Selling on the register.

Refund a ticket¶

Refund only works on a tablet that takes payment. You can refund only tickets rung on the same tablet.

Tap Functions at the top right.
Tap Refund.
Scan the barcode on the customer's receipt. Or type the ticket number, such as A-107, and tap Find ticket.
Check that the items and total on screen match the receipt.
Choose what to give back:
- Leave every item unselected to refund the whole ticket.
- Or tap the items to refund.
Pick a Reason: Customer changed mind, Wrong item, Quality problem, Rang in error or Other. For Other, type the reason.
Under How does the money go back?, check the method. If a card paid, Back to the card is already picked. See the next section.
Check the Refund amount.
Tap Refund the whole ticket or Refund 2 line(s).
A manager picks their name and enters their PIN to approve it. If a manager is signed in, the tablet does not ask.

A refund slip prints on the receipt printer. The top of the screen confirms the amount and where it went.

Ticket numbers start over each day

Each tablet numbers its tickets from 100 again every day. If you type the number of an older ticket, the tablet finds the newest ticket with that number. Always check the items, total and customer name before you refund.

Note

Refund appears under Functions only after this tablet has rung at least one ticket.

Choose how the money goes back¶

The tablet offers the methods that fit how the ticket was paid. When a card paid, Back to the card comes first and is already picked. Use it. Refunded outside Fran-Trak (record only) is always last and shown in red. Do not use it unless a manager tells you to.

Cash from the drawer¶

Tap Cash from the drawer.
Finish the refund. The drawer opens.
Count the cash out to the customer.

The refund comes off the cash the drawer should hold when you close it.

A cash refund that gives back a gift card sale works differently. See Refunds of gift card sales.

Back to the card¶

This choice appears when a card paid for the ticket.

Tap Back to the card.
Finish the refund. The tablet asks the payment processor to send the money back to the same card.
Tell the customer it shows on their statement in a few days.

This needs an internet connection. If the processor says no, or the tablet is offline, nothing is recorded. The screen tells you why. Refund in cash, or try again later.

At some stores the tablet cannot send a card refund by itself yet. The refund is then recorded, and the screen and the slip say the card has NOT been refunded. Refund it on the card terminal, or ask a manager to refund it with the payment processor.

If the ticket was paid partly by card and partly in cash, the card can take back only what it paid. There is no amount box, so split the refund by items. Refund some items Back to the card, then refund the rest Cash from the drawer.

Back to the gift card¶

This choice appears when a gift card paid for the ticket.

Tap Back to the gift card.
Finish the refund. The money goes back onto the gift card that paid.

The screen shows the card number and its new balance. This also needs an internet connection.

Refunded outside Fran-Trak (record only)¶

Do not use this to refund a card

Record only does NOT refund the card. The customer keeps being charged until a manager refunds the card in the payment gateway. To give money back to a card, tap Back to the card.

Use Refunded outside Fran-Trak (record only) only when the card has to be refunded outside the register. For example, when Back to the card is not offered for a card payment.

Tap Refunded outside Fran-Trak (record only). The note under it says: "Records the refund only. The card is NOT refunded. A manager must refund it in the payment gateway."
Tap the refund button.
The tablet asks Record only? with the same words. Tap Continue, or tap Go back to choose another method.
A manager picks their name and enters their PIN. The tablet always asks, even when a manager is the one refunding. The manager who approves is recorded as the approver.
Two slips print:
- The refund slip. It says CARD NOT REFUNDED BY FRAN-TRAK.
- The manager slip. Give it to the manager who approved.
The manager refunds the card in the payment gateway.

If no manager is on the tablet's employee list, record only cannot be used. Refund back to the card or in cash instead.

The manager slip¶

The manager slip is the reminder to refund the card. It is headed MANAGER COPY - REFUND THIS CARD IN THE PAYMENT GATEWAY and shows:

the ticket number
the business date and the time of the refund
the amount to refund
the card type and its payment reference. Search for the payment reference in the payment gateway to find the payment. If no reference was recorded, find the payment by date, time and amount.
the reason
who approved it
the line Not refunded to the card by Fran-Trak.

If the manager slip does not print, the top of the screen says so. Tell the manager to refund the card in the payment gateway.

Note

Back to the card and Back to the gift card need the current tablet app. If a tablet never offers them, check its version. See See which version a tablet runs.

Refund part of a ticket¶

Find the ticket as above.
Tap only the items to refund.
Finish the refund.

Items already refunded show (refunded) and cannot be picked again. If you refund the rest later, leave every item unselected. The tablet refunds everything that is left.

Each item refunds what the customer actually paid for it, after discounts and with its tax.

Refunds of gift card sales¶

When a ticket sold a gift card, refunding that sale takes the money back off the card first. This stops the store paying twice. It applies to a whole-ticket refund of a ticket that sold a gift card, and to a refund that includes a gift card line. It applies to every refund method, cash included.

The tablet checks with the server before anything happens. When your selection gives back a gift card sale, the refund screen shows a note saying so.
If the customer already spent some of the card, the server refuses the refund and the tablet says the most that can still come back. Nothing is refunded, the drawer stays shut and no slip prints.
If the tablet is offline, it refuses the refund and says why. Nothing is refunded.

In either case, leave the gift card line out of the refund, or try again when the tablet is back online. Ask your head office to adjust a card that was partly spent. To see what is left on a card, see Check a balance.

See Gift cards.

What a void does to money¶

A void is for a ticket rung in error.

Whole ticket, paid by card: the card payment goes back to the card. If it could not go back automatically, the tablet says so and marks the ticket. See If the card was not refunded.
Whole ticket, paid by gift card: the money goes back onto the gift card.
Whole ticket that sold a gift card: the money the sale put on the card comes back off it. If some of it was already spent, the card is left as it is.
Whole ticket, paid in cash: the drawer does not open. Closeout still expects the cash. If you hand cash back, refund instead.
Single items: no money moves.

Refunds the server refused¶

Most refunds are saved on the tablet first and sent to the server a moment later. Now and then the server refuses one for good. That refund no longer holds up the tablet's other refunds.

The order screen's subtitle says how many were refused, for example 1 refund(s) refused by the server — see Tools.
The refund stays on the tablet. Its cash still counts in what the drawer should hold at closeout, because the cash really left the drawer.
A refused refund does not reach the office reports.

To see them:

Tap Tools, then Server & app software. This needs the PIN of the store's most senior POS employee.
Under Refunds the server refused, each refund shows its ticket, amount, method, time and the server's reason.
Tell your head office about each one.
To send one again, tap Try this refund again. It goes back into the queue and is sent on the next sync.

Refunds the server never confirmed¶

A refund back to the card or the gift card, or one that gives back a gift card sale, needs the server's answer before anything happens on the tablet. Now and then the answer never comes: the connection drops or the server takes too long. The tablet then does not know whether the money moved, so it keeps the refund and does not open the drawer.

The refund screen tells you to try the same refund again. The tablet sends it with the same refund number, so the money never moves twice.
Other refunds on that ticket wait until this one is settled.
The order screen's subtitle counts it with the other refunds that need a manager.

To settle one:

Tap Tools, then Server & app software. This needs the PIN of the store's most senior POS employee.
Under Refunds the server never confirmed, each refund shows its ticket, amount, method and when it was last sent.
Tap Check with the server. If the server has the refund, the tablet records it. If the server never got it, the tablet clears it so you can do the refund again. The tablet also checks old ones by itself.

Refunds marked for the office¶

Sometimes a retry is refused because a gift card sold on the ticket has been spent since the first try. The first try may already have refunded the card. The tablet then marks the refund with Card money may already have been refunded. Do not refund again; ask the office to check this refund. (for a gift card or a cash refund the wording names that money instead). Check with the server cannot settle it, and the ticket takes no other refunds while it is there.

Do not refund it again. Ask your head office to check the refund with the payment processor and fix it if needed. Once they have:

Tap Tools, then Server & app software.
Under Refunds the server never confirmed, find the refund and tap Resolved by the office.
Read the note: only do this after the office has checked the refund and fixed it if needed. Clearing it does not refund anything.
Type what the office found, for example card refunded on 10/5 or customer refunded in cash. The note is required.
Tap Continue. A manager picks their name and enters their PIN. The tablet asks every time, even when a manager is signed in.

Then:

The refund leaves the list, and the ticket takes other refunds again.
The tablet records it on the ticket with the refund, the amount, the method, the note and the manager who approved it, and sends that to the server. If the tablet is offline, it sends it on the next sync.
A slip headed REFUND CLEARED BY THE OFFICE prints on the receipt printer with the ticket, the amount, the note and the manager. If it does not print, the tablet says so. The record on the ticket is kept either way.

Only refunds marked for the office have Resolved by the office. For any other refund in the list, tap Check with the server.

See refunds in the portal¶

Corporate administrators see every refund in the portal.

Click Administer, then POS Discounts & Refunds.
Pick the Store and Dates.
Click Run.
Click the Refunds tab.

Each row shows the ticket, the time, who approved it, the tender, the reason and the amount. Export CSV downloads the tab you are viewing.

When something goes wrong¶

Message	What to do
A-107 is not on this tablet	Refund it on the tablet that rang it. The letters before the dash name the tablet.
This ticket has already been refunded in full.	Nothing is left to refund.
This refund needs the server, and the tablet cannot reach it right now.	Check the internet connection. Refund in cash, or try again later.
This refund gives back a gift card sold on this ticket, ... and the tablet cannot reach it right now. Nothing was refunded.	The tablet is offline. Leave the gift card line out of the refund, or try again when the connection is back.
At most $X can come back off the cards ...	The gift card was partly spent. Nothing was refunded. Leave the gift card line out of the refund.
A gift card sold on this ticket has already been spent ...	The same. Leave the gift card line out of the refund.
The card was not refunded	The payment processor said no. Nothing was recorded. Refund in cash. Or ask a manager to refund the card in the payment gateway and record it with Refunded outside Fran-Trak (record only).
The refund slip did not print.	The refund went through. Check the receipt printer.
The manager slip did not print. Tell the manager to refund this card in the payment gateway.	The record-only refund went through, but the card is NOT refunded. Tell the manager who approved it. Check the receipt printer.
Record only needs a manager to approve it, and no manager is on this tablet's employee list.	Nothing was refunded. Refund back to the card or in cash instead.
Card money may already have been refunded. Do not refund again; ask the office to check this refund.	Do not refund again. Ask your head office to check it. Once they have, a manager taps Resolved by the office under Tools. See Refunds marked for the office.
Resolved by the office needs a manager to approve it, and no manager is on this tablet's employee list.	Nothing was cleared. Ask your head office to add a manager to the store's POS employees.
... could not record it ... Nothing was cleared; try again when the server can be reached.	The ticket is no longer on this tablet and the server could not be reached. Check the internet connection and try again.
The slip did not print. Check the receipt printer; the record is on the ticket.	The refund was cleared and recorded. Only the paper slip is missing.