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How to Issue a Full or Partial Cash / Credit Card Refund on the Cents Employee App

Issue full or partial refunds for cash or credit/debit card orders right in the Cents Employee App, for both service and product orders.

Written by Misael

You can refund cash or credit/debit card payments directly in the Cents Employee App, for both service and product orders, and for the full amount or just part of it.
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​The order must be marked as paid before you can refund it.

Before you start

  • The order must be paid before a refund is available.

  • You can refund service orders and product orders.

  • Both cash and credit/debit refunds are supported.

  • Card refunds take 5 to 10 business days to appear on your customer's card. Cash refunds are handled right away when you cash out.

  • To refund a cash order, use the Employee App (cash refunds can't be done from the Business Manager).

Refund a cash order

For a cash service order:

  1. Open the Active Orders drawer and select the order you want to refund.

  2. Tap the three-dot menu (⋯) in the top-right and choose Review Order Details.

  3. On the Order Summary page, scroll to the Payments section and tap Refund.

  4. Enter the cash amount to refund, a reason, and an optional description.

  5. Tap Refund & cash out.

For a cash product order:

  1. Open Order History from the hamburger menu on the left.

  2. Find the order, scroll to the Payments section, and tap Refund.

  3. Enter the cash amount, a reason, and an optional description, then tap Refund & cash out.

Refund a credit/debit card order

  1. Open the order and go to the Order Summary page.

  2. Scroll to the Payments section and tap Refund.

  3. Enter the amount to refund, a reason, and an optional description.

  4. Tap Refund.

The refund will take 5 to 10 business days to appear on the customer's card.

Issue a partial refund

A partial refund works exactly like a full refund. When you reach the Amount to refund field, enter the portion you want to refund instead of the full amount, then continue. This works for both cash and card orders.

Important things to know

  • You can't refund more than the amount available. If you enter more, you'll see an error and won't be able to continue.
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  • Once an order is fully refunded, the Refund button disappears.
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  • Card refunds take 5 to 10 business days to reach the customer's card.
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  • Cash refunds are completed when you cash out.
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  • Cash refunds must be done in the Employee App. The Business Manager can only refund credit/debit card orders.
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Troubleshooting

  • I don't see a Refund button. The order has to be marked paid first. Confirm the payment, then try again. If it was already fully refunded, the button won't appear.
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  • I get an error entering the amount. You're trying to refund more than what's available. Enter an amount up to the remaining balance.
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  • The card refund hasn't shown up. Card refunds take 5 to 10 business days to post to the customer's card.
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  • I need to refund a cash order but I'm in the Business Manager. Cash refunds are done in the Employee App. Use the app, or refund card orders from the Business Manager.

FAQ

Can I refund part of an order?
Yes. Enter the portion you want in the Amount to refund field.


​Can I refund a cash order?
Yes, in the Employee App using Refund & cash out.


​How long do card refunds take?
5 to 10 business days to appear on the customer's card.


​Can I refund from the Business Manager?
Yes, for credit/debit orders. Cash refunds must be done in the Employee App.


​Why is the Refund button gone?
The order is already fully refunded, or it hasn't been marked paid yet.

Need assistance?

Feel free to text our Cents Support team at 888-302-8809.

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