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Void and Refund Orders on VinesOS Dashboard or POS
Void and Refund Orders on VinesOS Dashboard or POS

How to refund or void a processed order or club order

Updated over a week ago

Void transaction: voiding is canceling the order before payment is fully processed and before the funds are removed from the customer's bank account. Inventory typically has not been pulled yet. If inventory has been pulled, it will be restored once the void is completed.


Refund transaction: refunds are issued after a transaction has settled, and you have the option to waste or retrieve the inventory from the order.

Interpreting Void in an Order

If the transaction was Authorized, then Void, in this case, means that the transaction is canceled and the funds are restored to the customer's account. However, if the transaction was Captured, the Void designation in the order means that the funds will typically be returned to the customer's account within 3-7 days.

When you complete the action, the transaction details at the bottom of the record will confirm everything as in the following example:

Give Full Refund

  1. Open the Order

  2. Click directly and only on the drop-down section of the Refund button at the top. You must click on the drop-down arrow on the far right of the button.  

  3. In the dropdown that appears, choose whether to retrieve (restore) or waste (not restore) inventory and click directly on the option you want.

  4. This process will include the refund of any taxes that were charged on the order.

  5. A message will appear to confirm the success. 

  6. You may see an error IF there is no product to restore inventory to, for example, if it has been deleted. You can still see at the bottom of the order the refunded amount that was issued.

  7. The customer will automatically receive a refund email showing the amount refunded. You can edit this email in the Notifications/Terms section, with a separate note for Pickup or Shipping.

Refund notice:

Modify the email for Order refund/surcharge (ship to) OR Pickup order refund/surcharge:

How to verify a refund has taken place if the customer asks

If your customer contacts you to report that they still have not received their refund, please contact your merchant processor to inquire about the refund transaction. You can provide your processor with the refund transaction ID number, found at the bottom of the order in VinesOS. See the screenshot below:

Watch it here:

POS CLIENTS, IMPORTANT NOTE:

If you void or refund an order through the POS, please keep in mind that funds will be restored, so you do NOT need to do a separate transaction in the Dashboard.


REVEL CLIENTS, IMPORTANT NOTE:

If the order has been opened on the Revel iPad do not try to VOID it on VinesOS. Instead, only do one of these options, because once the order is opened on iPad we can't send the void through if you void on VinesOS. If you void and refund it on the iPad, it will sync back to VinesOS and settle the void to the card on file. See: 

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