One Refund button on a payment lets you either undo the payment, or pay money back to your customer while their orders stay paid.
Where: Customer → Payment tab → Refund on a payment row
Who: Store Manager level and above
What changed
Refunds used to be split across two buttons in different places:
Void Payment on a payment row
Pay a Claim on a paid order row
Now there is one Refund button on the payment row. It asks How do you want to refund? and gives you two choices. The Pay a Claim button on order rows is gone, and a claim now covers the whole payment rather than a single order.
Which option to pick
| Undo Payment | Pay Claim / Refund Money to Customer |
Use it when | The payment itself was a mistake: wrong customer, wrong amount or wrong method | The customer is owed money but the work stands: damage, a lost item, an overcharge, goodwill |
The orders | Go back to unpaid and need paying again | Stay paid |
Amount | Always the full payment | Any amount you enter |
More than once? | No | Yes, a payment can have several claims |
Undo Payment
Open the customer and go to the Payment tab.
Press Refund on the payment, then choose Undo Payment.
Pick how the money goes back, fill in Reason for undoing payment, and press Undo.
Print, email or text the receipt.
What happens:
The payment shows as Refunded on the customer's account.
Every order on that payment goes back to unpaid.
Any store credit the customer used on that payment goes back on their account.
Any credit the payment created, such as an overpayment or a deposit, is taken off the account.
Pay Claim / Refund Money to Customer
Open the customer and go to the Payment tab.
Press Refund on the payment, then choose Pay Claim / Refund Money to Customer.
The box lists the orders on that payment. On the right, pick how to pay the customer back.
Enter the Amount, fill in Add a comment (required), and press Claim.
Print, email or text the claim receipt.
How each method works:
Card and Stripe Terminal: only available when the payment was made that way. The money goes back to the same card automatically, up to the Claimable amount shown (what was paid on the card, less any earlier card claims).
Card Offline: only available for Card Offline payments, and capped the same way. SMRT records the claim but doesn't touch the card, so refund it on your own card machine.
Store Credit: the amount becomes credit on the customer's account to spend later.
Cash: the cash drawer must be counted first.
Check: needs a Check #.
Bank Transfer, Mobile Payment and other methods: you can enter an optional Transaction ID.
Good to know:
The box shows Previously claimed amount towards this payment when earlier claims exist.
The claim is linked to every order on the payment, and its receipt lists them all.
Only card claims are capped. For cash, check, store credit and the other methods, SMRT does not stop a claim that is bigger than the payment, so double-check the amount.
When an option is greyed out
The reason shows on the greyed-out button.
Button says | Why | What to do |
Void existing claims first (on Undo Payment) | Claims have already been paid against this payment | Void each claim from its row on the customer's account (Void button), then undo. A Store Credit claim the customer has already spent can't be voided. |
A refund has already been issued (on Undo Payment) | Money has already gone back to a card on this payment | The payment can't be undone. Use Pay Claim if more money is owed. |
No orders eligible for a claim (on Pay Claim) | The payment isn't linked to any orders | Use Undo Payment instead. |
Messages you might see
Message | What it means |
Please count the cash drawer before paying a cash claim | Today's cash drawer hasn't been counted. Count it, or pick another method. |
Reopen Cash Box | A cash box from an earlier day is still open. Close it, open today's, and try again. |
A credit generated by this payment has already been used | The overpayment or deposit this payment created has been spent, so the payment can't be undone. Use Pay Claim instead. |
Must not be larger than the claimable amount | The card claim is more than what is left on the card. |
Please add a comment | Claims need a comment. |
Not to worry, the claim is processing! | An earlier claim for this customer is still going through. Wait five minutes and check the account. |
Cannot refund a payment that mixes ready and non-ready orders | Only in stores in Norway, Germany or Slovenia. Use Pay Claim instead. |