Wix POS Register: Issuing Refunds
Important:
This article is about the Wix POS Register for brick-and-mortar businesses.
If you are using POS on a mobile device, learn more about Mobile POS.
Customers sometimes request a refund on past purchases. You can provide refunds for any purchases made at your point of sale, even if your customer used more than one payment method. Once issued, refunds take 3-5 business days to be completed.
Issuing refunds for products or services
You can issue a refund for products or services that were purchased. When a customer buys more than one item, you can issue a refund for the entire order or for specific items in the order.
To issue a refund on specific products:
(In your POS tablet) Tap Sales History at the bottom of the screen.
Tap the order you wish to refund.
Tap Actions at the top right.
Tap Issue Refund.
Tap the Plus icon
next to any product you want to refund.
Tip: Tap more than once to refund more than one of the same item.
Tap Next.
Enable or disable the Restock toggle (for items that track inventory):
Enabled: Inventory level for this item increases after the refund is processed. This can take 3-5 business days.
Disabled: Inventory level remains the same after issuing the refund.
Select any additional fees (for example, tips, shipping, or custom fees) you want to refund by selecting their checkboxes. You can refund the full fee or enter a custom amount.
(Optional) Select a reason for refund.
Tap Refund.
Important: This cannot be undone.
Choose the relevant option below:
Refund one payment method
(If prompted to) Ask the customer to tap or insert the card used to make the purchase.
Select a receipt option to complete the refund.
Refund multiple payment methods
(Optional) Manually enter the amount you want to refund next to the relevant payment method.
Note: You can only choose to refund an amount up to the amount you've received for that specific payment method.
Tap Refund next to the payment method you want to refund.
(If prompted to) Ask the customer to tap or insert the card used to make the purchase.
(If prompted to) Select a receipt option.
Tap Continue Refund.
(Optional) Repeat the steps to issue refunds for the remaining payment methods.
Issuing refunds for a specific amount
Instead of refunding specific items, you can refund a specific amount (for example, 50 percent of the order total).
To refund a specific amount of money:
(In your POS tablet) Tap Sales History on the bottom bar.
Tap the order you want to refund.
Tap Actions at the top right.
Tap Issue Refund.
Tap Enter Amount.
Enter the amount you want to refund, including cents (e.g. $50.50).
Tap Next.
(Optional) Select a reason for the refund.
Tap Refund.
Note: This cannot be undone.
Choose the relevant option below:
Refund one payment method
(If prompted to) Ask the customer to tap or insert the card used to make the purchase.
Select a receipt option to complete the refund.
Refund multiple payment methods
(Optional) Manually enter the amount you want to refund next to the relevant payment method.
Note: You can only choose to refund an amount up to the amount you've received for that specific payment method.
Tap Refund next to the payment method you want to refund.
(If prompted to) Ask the customer to tap or insert the card used to make the purchase.
(If prompted to) Select a receipt option.
Tap Continue Refund.
(Optional) Repeat the steps to issue refunds for the remaining payment methods.
Checking the refund status of an order
After you issue a refund, you can find the refund status of your order by tapping Sales History at the bottom of the screen and selecting the relevant order.
Note:
For more details on a refund, scroll down to the Activity section of an order in your Sales History tab. You can expand the details of every transaction by tapping View Info next to it.
FAQs
Click a question below to learn more about issuing refunds.
Can I refund an online order at my point of sale?
Yes, you can refund online orders directly from your POS tablet. When an order is placed online, you can issue a full or partial refund at your point of sale, including refunds for additional fees, tips, shipping, and custom amounts. You can also issue refunds for split payments.
Tip: You can also process online order refunds from the Orders tab in your site's dashboard. Learn more about refunding orders on desktop
Can I refund gift card purchases?
You cannot refund the purchase of the gift card itself. In addition, when a customer pays for an order by redeeming a gift card, that purchase also cannot be refunded.
Does the customer need to tap their card to get the refund?
For some cards, the customer has to tap or insert their card in order to issue the refund. When this is the case, your POS tablet screen will prompt you to ask the customer to tap or insert their card.
What if my customer wants to exchange an item instead of getting a refund?
You can also accept exchanges for products purchased at your point of sale. Products purchased online cannot be exchanged on your POS tablet. Learn more about accepting exchanges from customers
Can I also refund a POS sale in my Wix dashboard?
Yes. To refund a POS sale in your dashboard, go to Orders, select the relevant order, click More Actions, and select Refund. Learn more about refunding customers in your dashboard