Point of sale

Refunds and order edits

Edit an open order, comp items, and process full or partial refunds — and see where they show up afterwards.

Mistakes happen — a wrong item rung up, a meal sent back, a customer who changes their mind. Anywhere POS gives you three tools: edit, comp, and refund. Every one of them is recorded against the staff member who did it.

Editing an order

On the POS

1. Open the order from Search → Orders (or resume an open tab).
2. Choose to edit. A banner appears across the top: Editing order #… — you're now changing the real order, and the cart shows its lines.
3. Add items, remove lines, or change quantities and options, then Save (or Cancel to discard your changes). Prices and any discounts on the order are recalculated automatically.

Two safeguards to know about:

• Permissions — staff need the "can modify orders" permission to edit directly; otherwise a manager steps in. See Users & roles.
• Two screens, one order — if someone else changes the order while you're editing it, the banner tells you the order changed on another screen and asks you to Reload before saving. Nobody's changes are silently lost.

In the admin dashboard

Managers can also edit from Orders: open the order and choose Edit order. The same recalculation and safeguards apply.

Comping items

A comp removes the charge for specific items while keeping them on the order — right for "we're sorry, that's on us" situations.

1. In the admin dashboard, go to Orders and open the order.
2. Choose Comp item(s).
3. Pick the items and a reason from your list. Comp reasons are customisable per location under Settings → Checkout, so your reports group write-offs consistently.

Refunds

A refund returns money the customer has already paid.

From the POS

1. Find the order in Search → Orders and open it.
2. Tap Refund.
3. The Amount defaults to the full refundable amount — lower it for a partial refund.
4. Add a reason (optional but recommended).
5. Enter a manager PIN to confirm. Refunds always require manager approval on the POS.

From the admin dashboard

Open the order under Orders and choose Refund — the same full/partial amount and reason options apply.

Where does the money go?

• Card payments are refunded to the original card through Stripe. The customer typically sees it in 5–10 business days.
• Cash refunds are recorded against the till so your drawer count stays accurate — see Payments and the till.

Where refunds and edits show up

If a refund fails (for example, the original card has been cancelled), contact support and we'll help you resolve it.