Refunds FAQ

What are the basic things I should know about refunds?
How do I issue a refund for a credit card payment?
How do I issue a cash refund?
How do I issue gift card refunds?
Should I void items or orders when issuing a refund?
Can I issue a refund on a check with multiple payments?
What permissions do I need to refund a payment?
What happens if I issue a refund on a day with no other sales?
What does cannot refund more than the total amount on the check mean?

Frequently Asked Questions About Refunds

How do refunds work with Toast?

Check out this Toast Central article for step-by-step instructions and a full explanation: Issue a Refund.

Refunds must be issued by first locating the original check in Toast Web or using a Toast POS device. Unlinked refunds, or refunds not connected to a payment made in Toast will require the assistance of a Customer Care representative to complete.

Refunds for restricted checks, or checks that are unable to be edited, will need to be completed in Toast Web or on a Toast POS device using the Advanced Check Search workflow.

Checks paid for using an other payment type, house account, or third-party gift card cannot be reversed using the refund workflow. These payments must be voided using a Toast POS device. Reversal of these payment types is not possible on restricted checks.

The Refunds in Range field will appear at the bottom of the Payments table in the Sales Summary report on the day of the original transaction with the amount of the refund issued. Each refund transaction can be viewed individually in the Refunds tab in the Sales Exceptions report as well.

Employees are required to have the 3.23 Find Checks permission to locate a check and must have the 3.8 Void / Refund Payments permission to issue a refund.

How do I issue a refund for a credit card payment?

Refunds for credit card payments can be issued in Toast Web or on a Toast POS device. If the refund is completed using Toast Web, a printed receipt of the refund will not be made available.

You can find instructions in this Toast Central article, .

How do I issue a cash refund?

Cash refunds can only be issued using a Toast POS device. You can find instructions in this Toast Central article, .

How do I issue refunds on gift cards?

You can either issue a refund by item if you want to issue a refund and remove the value from the gift card, or you can issue a custom amount refund if you want to refund the money to your guest but leave the amount on the gift card. Learn more in this Toast Central article, .

Should I void items or orders when issuing a refund?

No. When issuing a refund, you will not need to void the item(s) that have been refunded or void entire orders that have been refunded. Instead, the refund type selected will ensure the specific item(s) or check is removed so you are not left with an unclosed check at the end of service.

Can I issue a refund on a check with multiple payments?

Refunds on items, entire checks, tips only, or tax only can be distributed across the original payment methods used for the purchase. Each payment method can be refunded up to its original payment amount.

Refunds for cash payments can only be completed using a Toast POS device. Refunds for credit card payments can be completed on a Toast POS device or online using Toast Web. If the refund is completed using Toast Web, a printed receipt of the refund will not be made available.

Refund amounts cannot be distributed to other payment types, house accounts, or third-party gift cards.

What permissions do I need to refund a payment?

3.23 Find Checks and 3.8 Void / Refund Payments. These permissions can be added to your Toast user account by editing your employee profile. For more information, check out .

What happens if I issue a refund on a day with no other sales?

Refunds issued on a day without any other sales or prior to sales being processed (i.e. before the restaurant has opened for the day), will cause negative values equal to the amount of the refund in your reporting and nightly emails.

What does cannot refund more than the total amount on the check mean?

This error message typically means that you are trying to refund the customer more than the total amount of the check. Verify the amount you are trying to refund, and try again. If you are still having trouble, please contact Customer Care for support.