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Refund or cancel a FlexiPOS order

Use the Orders screen to refund items or cancel an order after payment

You can't refund or cancel an order from the FlexiPOS Shop screens themselves. Once an order is complete, you do it from the Orders screen, which shows the same Orders page as the Store Portal inside FlexiPOS.

Before you start

  • Sign in to FlexiPOS with your Shop Manager or Shop Fulfilment Manager account. See Store Portal roles and access.
  • Keep the tablet online.
  • Have the receipt or the customer's name or email to hand to find the order.

Find the order

  1. Tap the menu button at the top left of FlexiPOS, then Orders.
  2. Stay on the All tab. Type the order number, the customer's name, or their email or phone number into the search box.
  3. Tap the order to open it. Orders made on FlexiPOS show POS next to the order number at the top of the order. See search and view order details.

Refund some or all of the items

  1. On the order, tap Refund items. If any item has already been handed over, the button reads Refund & exchange items. Orders rung up at the counter are handed over at once, so you will usually see this version.
  2. Choose the items and quantities to refund, and say whether each item goes back into stock.
  3. Confirm the refund.

The full steps are in refund or exchange items.

Cancel the whole order

Cancel order is only on the order while every item is still waiting. That is normally an order made up of preorder items that haven't been handed over. It isn't offered once any item has been handed over; use Refund items instead.

  1. On the order, tap Cancel order.
  2. Choose whether the items return to stock or some can't be sold again.
  3. Tap Cancel & refund with the amount.

The refund is made first. If it doesn't go through, nothing is cancelled and you can try again. See cancel an order.

How the customer is paid back

Paid with What happens
Cash The refund is recorded in Shop. Hand the cash back to the customer at the till.
EFTPOS Refunded to the card that was used. The customer doesn't need to be there.
Student Card Credited back to the parent's balance.
Other tender (a tender your shop added, such as "On School Account") The order is reversed in Shop, but Shop doesn't return any money. Refund the customer through your own process, for example by crediting their school account.

Good to know

  • If an order shows a message such as check order history, open Orders and look for the order before you take the payment again. The order may already exist.

Troubleshooting

I see "Could not load orders." Tap Try again. If it keeps failing, sign out of FlexiPOS and sign in again.

There's no Cancel order button. Some items have already been handed over or packed. Use Refund items.

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