Before you begin
Applies to: Toast POS and Toast Web
Permissions needed:
3.23 Find Checks
3.8 Void/Refund Payments OR 3.32 Void/Refund Payments (Limited to Same Day Only)
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. |
Choose your refund method
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
|
|
Issue a refund on POS
Use this method to refund a credit card payment on a POS device.
On the POS device, select Manager Activities > Find Checks & Issue Refund.
Search for the check by check number or credit card digits.
Select the check.
Select Refund.
Select the refund type: By item, Entire check, Tip only, Tax only, or Custom amount.
Follow the on-screen prompts to complete the refund.
Add a tip (if applicable) and add a comment describing the refund reason.
Select Next > Confirm.
Choose whether to print a receipt, then select OK.
Expected outcome: A confirmation message appears. The refund is processed to the original credit card within one to three business days.
Issue a refund in Toast Web
Use this method to refund a credit card payment using Toast Web.
In Toast Web, navigate to Payments > Transactions & refunds > Find Checks & Issue Refund.
Search for the check by check number and date or you can select Advanced search and write the payment amount.
Once the check appears, click on the blue refund button.
Select Refund.
Select the refund type: By item, Entire check, Tip only, Tax only, or Custom amount.
Follow the on-screen prompts to complete the refund.
Add a comment describing the refund reason.
Select Next > Confirm.
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.
Issue a cash refund on POS
Use this method to refund a cash payment. Cash refunds must use a POS device with a cash drawer attached.
On the POS device, select Manager Activities > Find Checks & Issue Refund.
Search for the check by check number or cash payment amount.
Select the check.
Select Refund.
Select the refund type: By item, Entire check, Tip only, Tax only, or Custom amount.
Follow the on-screen prompts.
Add a comment describing the refund reason.
Select Next > Confirm.
When prompted, manually open the cash drawer and remove the refund amount.
Hand the cash to the customer.
Expected outcome: A confirmation message appears on the POS. The customer receives cash immediately.
Issue a Toast gift card refund
Use this method to refund a Toast gift card payment on POS or Toast Web.
Follow the steps in either Issue a refund on POS or Issue a refund in Toast Web (select the method you prefer).
Search for the check and select the gift card payment.
Complete the refund following the on-screen prompts.
Expected outcome: The refund appears on the original gift card within one to three business days.
Handle multiple payments on one check
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.
Follow the steps in either Issue a refund on POS or Issue a refund in Toast Web (select the method you prefer).
When that refund is complete, repeat the steps for the second payment method.
Verify all refund amounts are correctly allocated to their original payment methods.
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.
Handle partial refunds on deferred payments
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.
Follow the steps in either Issue a refund on POS or Issue a refund in Toast Web (select the method you prefer).
Select the refund type By item.
Select only the items the customer is returning.
Follow the on-screen prompts.
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.
Refund a house account payment
If the original payment was a house account (internal credit), you cannot issue a traditional refund. Use void instead.
On POS or in Toast Web, find the check and select Void (not Refund).
Confirm the void.
The check reopens with the house account charge reversed.
Apply a new house account payment or a different payment method to close the check.
Confirm the adjusted total with the customer.
Expected outcome: The check reopens and the original house account charge is reversed. You can now apply a new payment method or adjustment.
Refund a third-party gift card payment
If the original payment was a third-party gift card (not a Toast gift card), you cannot issue a refund directly. Use void instead.
On POS or in Toast Web, find the check and select Void (not Refund).
Confirm the void.
The check reopens with the third-party gift card charge reversed.
Collect a new payment method from the customer (cash, credit card, or Toast gift card).
Confirm the new payment method with the customer.
Expected outcome: The check reopens and the original third-party gift card charge is reversed. The customer pays using a supported method.
View refunds in reports
To verify refunds you have issued, view them in Toast Web reports.
In Toast Web, navigate to Reports > Sales Summary.
Select your date range and location.
Refunds appear as negative line items in the summary report.
Expected outcome: You can verify all refunds issued during the selected period.
Before you contact Customer Care
If you cannot issue a refund or void after following these steps, gather the following information:
Check number and date when the original check was created and paid
Payment method used (credit card, cash, gift card, or deferred payment)
Refund amount and refund type (by item, entire check, partial, etc.)
Reason for refund (customer request, error, or other reason)
Steps already tried (what action you took and what happened)
Error message (if any) or screenshot of the error that prevented the refund
Your user role to confirm you have required refund permissions (3.23, Find Checks and 3.8, Void/Refund Payments OR 3.32 Void/Refund Payments (Limited to Same Day Only))
Frequently asked questions
Can I void a payment that was captured this morning?
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.
Can I refund a cash payment in Toast Web?
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.
What happens if I void a house account payment?
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.
What if the customer paid with a third-party gift card?
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).
Can I refund only a partial amount on a deferred payment?
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.
Can I see my refunds in Toast Web reports?
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.
Related Articles