Last updated: Apr 28, 2026, 1:02 PM
Reverse or check payments fast via POS or Toast Web. Handle multiple scenarios and know when to contact Customer Care for complex refunds.
Applies to: Toast POS and Toast Web
Permissions needed:
What you'll accomplish: You will reverse a payment, reopen the check, and process a refund or void.
| Void vs. refund: Before you issue a refund or void, check the payment status. If the payment was captured this morning or earlier today but before the daily batch settled (usually before 9:30 p.m. ET), use void to reverse it with no processing fees. If the payment was captured yesterday or earlier, or after batch settlement, use refund instead. Voids must be completed on the same business day. Refunds apply to captured payments within 90 days of the original charge. |
| Situation | Go to |
|---|---|
| I need to refund a credit card on POS | |
| I need to refund a cash payment on POS | |
| I need to refund a payment in Toast Web | |
| I need to refund a Toast Gift Card |
Use this method to refund a credit card payment on a POS device.
Expected outcome: A confirmation message appears. The refund is processed to the original credit card within one to three business days.
Use this method to refund a credit card payment using Toast Web.
Expected outcome: A confirmation window appears. The refund is processed to the original payment method (credit card or eGift card) within one to three business days.
Use this method to refund a cash payment. Cash refunds must use a POS device with a cash drawer attached.
Expected outcome: A confirmation message appears on the POS. The customer receives cash immediately.
Use this method to refund a Toast gift card payment on POS or Toast Web.
Expected outcome: The refund appears on the original gift card within one to three business days.
If a check was paid with multiple payment methods (e.g., part credit card, part gift card), you can refund each payment separately.
Note: Verify the total refund amount does not exceed the original check total. Each refund must match the amount originally charged to that payment method.
Expected outcome: Each payment method is refunded individually within one to three business days.
If you need to issue more than one refund on the same check: Contact Customer Care. Multiple refunds on a single check require special handling to prevent duplicate processing or overage.
If a customer paid using a deferred payment method (buy now, pay later), you can only refund by item or by entire check. Custom amount refunds are not available.
Expected outcome: The partial refund is credited back to the deferred payment account within one to three business days.
If you need a full refund: Select the refund type Entire check instead of By item. Follow the on-screen prompts. The entire refund is credited back within one to three business days.
If you need a custom amount refund: Contact Customer Care. Custom amount refunds require manual processing for deferred payment accounts.
If the original payment was a house account (internal credit), you cannot issue a traditional refund. Use void instead.
Expected outcome: The check reopens and the original house account charge is reversed. You can now apply a new payment method or adjustment.
If the original payment was a third-party gift card (not a Toast gift card), you cannot issue a refund directly. Use void instead.
Expected outcome: The check reopens and the original third-party gift card charge is reversed. The customer pays using a supported method.
To verify refunds you have issued, view them in Toast Web reports.
Expected outcome: You can verify all refunds issued during the selected period.
If you cannot issue a refund or void after following these steps, gather the following information:
Yes, if it was captured within the same business day and before your daily batch closed (usually before 9:30 p.m. ET). Voids must be completed the same day before batch settlement. If the payment was captured yesterday or earlier, issue a refund instead.
No, cash refunds must be processed from a POS device with a cash drawer attached. Toast Web does not access the cash drawer. Use the POS method described in Issue a cash refund on POS.
The check reopens and the house account charge is reversed. You then apply a new payment method (cash, credit card, or another house account charge) to close the check again.
You must void the check, not refund. Third-party gift cards (not issued by Toast) cannot be refunded directly. Void the check to reopen it, then collect a new payment method from the customer (cash, credit card, or Toast gift card).
Yes, if you refund by item. Select only the items the customer is returning. Custom amount refunds are not available for deferred payments. If you need a custom amount refund, contact Customer Care.
Yes, refunds appear as negative line items in the Sales Summary report. Navigate to Reports > Sales Summary, select your date range and location, and look for refunded items or negative charges.