Issue a Refund

Last updated: Apr 10, 2026, 12:43 PM

Learn how to issue a refund for credit cards, cash, and other payment types.

In this Article:

 

Issue Refunds Overview Steps

Products this applies to: Toast POS, Toast Web | Access needed: Find Checks permission, Void/Refund Payments permission

 

  1. Understand refund rules, permissions, and limitations
  2. Issue a credit card refund on a POS
  3. Issue a cash refund on a POS
  4. Issue a refund in Toast Web
  5. Issue a refund on Toast Gift Cards
  6. Issue a refund with multiple payments
  7. Issue a refund on the same check more than once
  8. Issue a refund on Deferred Payments

 

Issue Refunds Process

  1. Understand refund rules, permissions, and limitations 
    1. Verify refund eligibility and timing (refund vs void)
      1. Refunds apply to captured payments only. Voids apply same-day before capture.
        1. If payment is captured, continue to step b.
        2. If payment is voided, continue to the Void Workflow. 
    2. Confirm you have the appropriate permissions:
      1. 3.8 Void/Refund Payments
      2. 3.23 Find Checks
      3. 3.32 Void/Refund Payments (Limited to Same Day Only)
        1. If yes, continue with the refund steps below. 
        2. If no, adjust your permissions before continuing with the refund steps below. 

  1. Issue a credit card refund on a POS
    1. Navigate to Manager Activities > Find Checks & Issue Refund.
    2. Search by check number or credit card digits.
    3. Select the check you wish to apply a refund to. 
    4. Select Refund.
    5. Select Refund Type. 
    6. Follow steps in the prompt depending on refund type selected.
    7. Add the tip amount to be refunded if applicable.
    8. Add a comment if applicable.
    9. Select next. 
    10. Confirm the refund. 
    11. Select the desired receipt option. Refund information will print at the bottom. 
    12. Select Ok. 

  2. Issue a cash refund on a POS
    1. Proceed to a POS with an attached cash drawer. 
    2. Go to step 2 to complete the remaining refund steps. 

 

  1. Issue a refund in Toast Web
    1. Navigate to Payments > Transactions & refunds > Find Checks & Issue Refund.
    2. Search by check number or credit card digits.
    3. Select the check you wish to apply a refund to. 
    4. Select Refund.
    5. Select Refund Type. 
    6. Follow steps in the prompt depending on refund type selected.
    7. Add the tip amount to be refunded if applicable.
    8. Add a comment if applicable.
    9. Select next. 
    10. Confirm the refund. 
    11. Select the desired receipt option. Refund information will print at the bottom. 
    12. Select Ok. 

  2. Issue a refund on Toast Gift Cards
    1. Proceed with refund steps on POS or in Toast Web depending on your preferred method.

 

  1. Issue a refund with multiple payments
    1. Navigate to Payments > Transactions & refunds > Find Checks & Issue Refund in Toast Web. 
    2. Search by check number or credit card digits.
    3. Select the check you wish to apply a refund to. 
    4. Verify refund is distributed across original payments.
      1. Ensure amounts do not exceed original payment values
        1. Adjust distribution as needed. 
    5. Add the tip amount to be refunded if applicable.
    6. Add a comment if applicable.
    7. Select next. 
    8. Confirm the refund. 
    9. Select the desired receipt option. Refund information will print at the bottom. 
    10. Select Ok. 

  2. Issue a refund on the same check more than once
    1. Gather check details.
    2. Escalate to Customer Care for additional refunds on the same check. (e.g. partial refund that now needs a full refund, a second partial refund, etc.)

  1. Issue a refund on Deferred Payments
    1. Proceed with refund steps on POS or in Toast Web depending on your preferred method.
      1. Refund by item or entire check only.  
      2. Avoid custom amount refunds for deferred items. 

Back to top

 

Issue Refunds FAQ

What is the difference between a void and a refund?

Voids reverse payments before capture on the same day, while refunds return funds after payment capture.

 

Can I refund cash in Toast Web?

No. Cash refunds must be completed on a Toast POS device.

 

How do I refund a house account, third-party gift card, or other payment method?

Payments must be voided to be reversed. This will cause the check to re-open and require either a new payment type to be applied, items to be voided, the check to be voided, or a discount to be applied for the check to close. More information on applying discounts can be found here: Discount Items and Checks.

 

How do I refund a Catering & Events order?

See Refund or Void Toast Catering & Events Orders for more information.

 

Where can I see refunds in my reporting?

Reporting will look the same whether you issue a refund in Toast Web or on the POS.  Navigate to Reports then Sales Summary. When the sales data is loaded you'll see all net sales including any issued refunds for the day.

 

Back to top

 

Issue Refunds Appendix

This material is referenced throughout the SOP and/or troubleshooting above for efficiency.

 

Step 1: Refund rules, permissions, and limitations

Refunds apply only to captured payments and must be issued within 90 days. Employees must have Find Checks and Void/Refund Payments permissions.

 

Back to top | Back to Understand refund rules, permissions, and limitations

 

Step 1: Void Workflow

See Void Items, Payments, and Checks. 

 

Back to top | Back to Understand refund rules, permissions, and limitations

 

Step 2: Refund types reference

By item(s), Entire check, Tip only, Tax only, and Custom amount can be used depending on refund scenario.

 

Back to top | Back to Issue a credit card refund on a POS