How do I issue an unlinked refund to a guest?

The Issue Unlinked Refund option is disabled by default. If you have the Unlinked Refund permission enabled in Toast Web, you can process this refund yourself; otherwise, call Customer Care, and we can help issue the refund.

For orders paid through a third-party platform (not Toast), the guest needs to request the refund directly through that platform, since Toast is not the merchant of record for those orders. If Customer Care is completing the refund, the guest will need to be available by phone to provide fresh card details — the refund can't be completed if the guest doesn't answer or isn't willing to share card information over the phone.

You may need to refund a guest this way for one of the following reasons, or something else:

refund a transaction from a previous POS
refund an online order transaction from a third party
further refund a card that was already refunded via Find Checks
issue a refund if the original card used for payment has since expired or been cancelled

How do I issue an unlinked refund to a guest?

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