Refund an order in the Jovvie Point of Sale register

You can refund a whole order, or only some items, right from the Jovvie Point of Sale register. Whether the money goes back to the customer automatically depends on how the order was paid, so this page starts with a table showing which refunds send money back.

Which refunds send money back

How the order was paid	What a refund in the register does
Stripe card payment (Swipe/Insert/Tap with a Stripe reader, or Enter Card)	Refunds the money to the customer’s card through Stripe.
Invoice	Refunds the money to the payment method the customer used to pay the invoice, through Stripe.
NMI terminal payment	Records the refund only. No money is returned.
Split Payment	Records the refund only, even if part of the payment was by card. No money is returned.
Cash, gift cards, and QR code	Records the refund only. No money is returned.
Other store payment methods, including online orders	Depends on the payment gateway. Check whether the refund screen offers Refund via followed by the payment method name. See Check how the refund is made.

When a refund is record only, check the order notes and any refund made outside the register before returning money yourself. Confirm that the amount you intend to return has not already been refunded and no refund for that amount is still processing. If you are unsure, contact Jovvie support.

Return any amount still owed to the customer yourself:

Cash and other in-person methods: give the money back the way your business normally does.
Stripe card part of a split payment: refund it in your Stripe Dashboard.
NMI terminal payments: refund the transaction outside Point of Sale. If you are not sure how, contact Jovvie support.

The payment method names in the register may be different if your store renamed them.

Before you start

Refunds must be turned on for the station. See Set up refund rules.
Your user role must be allowed to refund orders. Administrators and shop managers can by default. An administrator can allow other roles in POS > Settings > Users, under Configure User Role Access Permissions.
The order must have a status that can be refunded. Orders that are Pending payment, Cancelled, Failed, or already Refunded cannot be refunded.
If your station asks for a refund passcode, have the passcode ready. The register can ask for it when you open the refund screen, when you submit the refund, or both, depending on the amount and type of refund.

Open the refund screen

In the register, click Orders at the top of the cart.
Find the order. See Find and view orders.
Click the three-dot button at the end of the order’s row.
Click Order Details.
Click Refund.
If you see Enter Refund Passcode, enter the passcode. If you do not see it, skip the next step.
Click Verify.

The refund screen opens. At the top, Order Total, Already Refunded, and Available to Refund show how much of the order you can still refund.

If you do not see Refund, the order cannot be refunded, refunds are off for this station, or your user is not allowed to refund.

If the screen shows This order has already been fully refunded., there is nothing left to refund.

Refund the whole order

Click Full Refund. This is selected when the screen opens.

Refund the entire order shows the amount. It includes every item, fee, and shipping charge that has not been refunded yet.
If you see Restock refunded items, select it to put the items back in stock, or clear it to leave stock as it is.
Add a reason, as described in Add a reason.
Check how the refund will be made, as described in Check how the refund is made.
Check the amount in Refund Total.
Click Process Refund or Record Refund.
If you see Enter Refund Passcode, enter the passcode. If you do not see it, skip the next step.
Click Verify.

Refund some items or part of an amount

Click Partial.

Items to Refund lists each item, fee, and shipping charge that can still be refunded. Each item shows how many can be refunded and the amount left to refund.
For each item you want to refund, click + to choose how many.

The amount fills in for that quantity.
To refund less than the full amount for an item, click its amount.
In Refund Amount, enter the amount, or click one of the percentage buttons.
Confirm the amount on the keypad.
To refund a fee or shipping charge, click its amount and enter the amount to refund.
If you see Restock next to an item, or Restock refunded items below the list, choose whether to put the items back in stock.
Add a reason, as described in Add a reason.
Check how the refund will be made, as described in Check how the refund is made.
Check the amount in Refund Total.
Click Process Refund or Record Refund.
If you see Enter Refund Passcode, enter the passcode. If you do not see it, skip the next step.
Click Verify.

To start over, click Clear All.

You cannot refund more than the amount left on an item. If the total is too high, you see Refund amount exceeds maximum available.

Add a reason

A reason is optional. It is saved on the refund and in the order notes.

Under Refund Reason, click one of the reason buttons, if your station has them.
Or type a reason in the box.

Check how the refund is made

The refund screen tells you whether money will go back to the customer.

If the payment gateway supports automatic refunds, you see a checkbox called Refund via followed by the payment method name. It is selected when the screen opens. This is the case for Stripe card and Invoice payments, and it can also be the case for other payment methods in your store, including online orders.

Leave it selected to refund through the payment gateway. The button reads Process Refund.
Clear it only if you already returned the money another way. The screen shows Manual refund will only record the refund. You will need to refund the payment separately. and the button reads Record Refund.

If the payment gateway does not support automatic refunds, the screen says this will be a manual refund. The button reads Record Refund. Before returning money yourself, confirm that the amount has not already been refunded and no refund for that amount is still processing. Then return the money to the customer yourself. See Which refunds send money back.

After the refund

When the refund is done, you see a message starting with Refund of and the amount, and the refund screen and order details close.

The refund is added to the order notes with the amount, the reason, who processed it, and the station.

For Stripe card and Invoice refunds, the card refund appears in your Stripe Dashboard. It may show as pending there for a while. A pending refund is still processing, so do not refund the order again. Stripe controls how long it takes to reach the customer’s account.

If the refund does not go through

If something goes wrong, the register shows an error message and the refund screen stays open.

An error message appears after you click Process Refund or Record Refund

Symptom: The refund screen stays open and shows an error message.

Cause: The refund was not confirmed. It may have failed, or it may have gone through without the register showing it.

Fix:

Close the refund screen.
Check the order notes for a refund.
For automatic refunds, check the payment in your payment provider’s dashboard for a refund that succeeded or is still processing.
If you find a refund that succeeded or is pending, do not try again.
If you find no refund, try the refund again.

“This invoice has no recorded charge to refund yet.”

Symptom: You try to refund an Invoice order and see this message.

Cause: Point of Sale has no record of the invoice payment.

Fix: Check the payment in your Stripe Dashboard. If the order is On hold, see Invoice paid but order is on hold.

“Another refund is in progress for this order. Try again in a moment.”

Symptom: You try to refund an Invoice order and see this message.

Cause: Another refund for this order started and has not finished.

Fix:

Wait a moment.
Check the order notes and your Stripe Dashboard for a refund that succeeded or is still pending.
If you find one, do not try again.
If you find none, try the refund again.

A message starting with “A previous refund attempt”

Symptom: You try to refund an Invoice order and see a message starting with A previous refund attempt.

Cause: An earlier refund attempt for this order is unresolved.

Fix: Do not try again. Check the refund in your Stripe Dashboard and contact Jovvie support.

Still need help?

Contact Jovvie support.