Where to start a refund
- Tap the Wemu logo in the top bar, then History
- Find the order (filter by Completed to narrow it down) and tap it
- Tap Refund Order
If refunds need a manager in Settings → Manager approvals, a manager enters their PIN before the refund goes through. A manager who is signed in doesn't need to.
Full or partial refund
The refund sheet opens with every item at 0. You choose what goes back:
- Refund all at the top selects every item at its full quantity (Clear undoes it)
- Use + and − on a line to refund part of it, for example 1 of 3 coffees, or tap the line to refund all of it
- Reason (optional): a note that shows in Reports
The Refund total shows what goes back to the customer. Tap Refund selected, or Refund entire order when everything is selected.
What happens next
- Card payments taken through Stripe, including Tap to Pay and QR, are refunded to the card straight away for the refunded amount
- Stock: refunded items go back into stock when the product's Restore stock on refund setting is on (on by default for retail items; find it under Advanced settings on the product). The till always follows that setting. To choose item by item, refund the order on the web with Refund / cancel on the order's page; that refunds the whole order.
- Order status: refunding everything marks the order Refunded. A partial refund keeps the order as completed and records the refund against it.
- Open tabs: a round on a tab that hasn't been paid can't be refunded. Cancel it on the tab instead.
Cash refunds and the drawer
Wemu doesn't take a cash refund out of the drawer for you. When you hand cash back, record it with Cash out on the Cash Drawer screen, so the close-out count balances. See Cash drawer.
Seeing refunds
- Reports → Orders → Refunds on the web lists each refund with its date, order, amount, Full or Partial, where it came from (POS or online), Refunded By and the reason
- Reports → Overview shows a Refunds tile when there were refunds in the period
- On the POS, the Refunded filter in History and Refunds Today in the Manager view
Tip: Ask staff to add a reason to every refund. A pattern of refunds on one item usually points to something worth fixing.