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Issuing Refunds In Toast

Wendy Nguyen
Updated

If you need to issue a refund for an in-store order from a previous day, please review the limitations outlined below. Once you’ve reviewed them, refer to the next section for the steps to complete the refund process.

 

Note: Only process voids for items if payment has not yet been applied. If payment has been applied, issue a refund instead. If you need help, please reach out to your restaurant IT team via a Zendesk ticket.

 

Limitations:

  • Refunds can be issued on checks that have a credit card or cash.
  • You can only issue refunds on cash payments on a Toast POS linked with a cash drawer. You cannot refund cash payments from Toast Web.
    • If you issue a cash refund on a device that is not associated with a cash drawer, there is no cash drawer report to log the refund to. There will be no record of the cash refund in your reports.

Locating a check via Toast POS

If you're on the Toast POS, begin by selecting the Toast logo in the top corner until the Toast POS home screen appears and you're on the main menu of the Toast app. Under Manager Activities, select Find Checks & Issue Refund.

This will take you to the Advanced Check Search screen.


To locate the check:

  1. Select the Check Date in the calendar.
  2. Enter the Check Number.
  3. Select Search.


Alternatively, if the check was paid for using a credit card:

  1. Select Find by Credit Card,
  2. Enter the last four digits of the credit card number and select Search.

 

Locating a check via Toast Web

To locate a check in the back-end, begin by logging in to Toast Web.

  1. Navigate to Payments > Transactions & refunds > Find checks & issue refund.
  2. To locate the check:
    1. Select the date in the calendar.
    2. Enter the check number.
    3. Select Search.


Alternatively, if the check was paid for using a credit card:

  1. Select Find by Credit Card,
  2. Enter the last four digits of the credit card number and select Search.

Issuing a Refund

  1. After locating the check, select Refund and choose your desired refund type.
  • By item(s): For refunding specific items 
  • Entire check: For refunding all items on a check
  • Tip only: For refunding some or all of a credit card tip only (this does not include employer-kept service charges). To refund both a gratuity and a tip, use the By item(s) refund type.
  • Tax only: For refunding just the tax on a check (for example, in the case of a tax-exempt organization)
  • Custom Amount: For refunding a specific amount on a check that is not associated with an item, service charge, or tax amount (for example, I just want to refund this guest $50)
    • Note: Credit card tip can be refunded as part of the refund types. You are not limited to the Tip only type if you'd like to refund a tip in combination with refunding items, service charges, or tax. 

  1. Follow the steps in the window that appears once your desired refund type is selected. For example, if By item(s) is selected, a new screen will appear, prompting you to select which items are getting refunded to your guest. Optionally, you can specify the quantity to refund for each item. By default, the entire quantity is refunded.

 

  1. ]To enable the Quantity field, de-select the box next to the item, then select it again. When an item is selected, (-) and (+) options will appear on either side of the item quantity. You can also manually type in the quantity you want to refund (including decimals for non-whole number item refunds). If you enter a quantity greater than the original quantity sold to your guest, you'll see an error message preventing you from moving on to the next step.

 

  1. Add the tip amount if it's to be refunded as well. The original tip amount will show up below the box. Select Next.

 

  1. Add a comment (optional) and select Next. 
  2. Review the refund amount and select Confirm. Note that refunds cannot be reversed or changed without contacting Customer Care so make sure to confirm that the refund amount is correct and use the Back button to make necessary changes. 

 

  1. Select the desired receipt option. An additional screen will appear if Email or Text is selected so you can enter the guest's information. Note that printed receipts are not available if the refund is issued via Toast Web. 

  1. Select Ok to exit. 

 

Note: After a refund is issued, the check will remain closed and will not appear in the Unpaid Orders report. 

 

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