Refund a sale

Refund a sale

1. Tap Reports in the bottom bar, open Transactions, and tap the sale.
2. Tap Refund this sale.
3. If you aren't allowed to give refunds, a manager enters their code on Manager approval.
4. Choose what goes back. Under What is coming back, use − and + to pick items and quantities. Or type an amount, or tap All of it.
5. Under Why is this going back?, tap a reason: Returned goods, Accidental charge, Canceled order, Fraudulent charge or Other. For Other, type what happened.
6. Tap Give it back. For a card, the screen says Talking to the card reader while it works.
7. Wait for Money returned, then tap Done. For cash, hand the customer the amount shown.

Void or refund: the terminal decides

You never choose between a void and a refund. Surge checks whether the card payment has been sent to the bank yet (whether its batch is closed).

If it hasn't, the payment is cancelled. The screen says "Cancelled before it settled — it will not appear on their statement."

If it has, the money is refunded. The screen says "Refunded. It can take a few days to reach their account."

Cash refunds

For a sale paid in cash, the drawer opens and the terminal says Refunded in cash. Hand it to the customer now.

Exchange an item

On Surge Plus and Surge Premium you can swap what comes back for something else. The terminal must be online.

1. Start a refund as above and pick what is coming back.
2. Tap Exchange for something else.
3. Ring up what the customer is taking instead. A banner shows the exchange. Tap Cancel exchange to back out.
4. Tap Review exchange.
5. Tap the button for the outcome: Take payment if they owe more, Finish exchange if it's even, or Finish and give back with the amount if you owe them.

Refund to a card without a sale

For a card refund with no sale to match it, tap Settings > Refund to a card without a sale. It needs an owner's or manager's code, on every plan.

You only see it on terminals whose card reader can do it.

Good to know

• Refund reasons are part of Surge Plus and Surge Premium. On Surge Free the reason list isn't shown.
• On Surge Plus and Surge Premium, who can give refunds without a manager's code is set for each person. Managers and owners can, by default. On Surge Free, no code is asked for a refund of a sale.
• Items that came from an exchange can only be exchanged again, unless an admin turns on Refund exchanged items as money under Store setup > Till access. Then the money goes back to the cash or card the original sale was paid with.
• Items already given back show Already returned and can't be returned twice.
• If every item is back, the terminal says "Everything on this sale has already been brought back. Money can still be returned."
• Once a sale is fully refunded, it shows "This sale has already been refunded."