Refund or cancel a sale

AdminManager

Difference between refund (partial/full) and cancellation, and how to do each safely.

Overview

Two distinct operations. A REFUND returns part or all of the items: you pick items and quantities, the customer is refunded the exact amount paid (VAT INCLUDED), and the sale becomes "Partially refunded" or "Fully refunded". A CANCELLATION voids the WHOLE sale at once: all items return to stock and the sale becomes "Cancelled" (the linked invoice becomes "Cancelled").

Access

Dashboard -> "Sales history". Tap a sale to open its details: the "Refund" and "Cancel" buttons appear depending on the sale state.

Interface description

"Refund" button: Shown while items remain to refund (completed or partially refunded sale). Opens the item selection.
Refundable quantity: For each item, the quantity still refundable (already-refunded deducted). Fully refunded items no longer appear.
"Cancel" button: Shown only on a completed, non-refunded sale. Voids the whole sale.

Step-by-step procedure

To REFUND: open the sale, tap "Refund", check items and adjust quantities (capped at refundable), choose the refund method, then confirm. -> A credit note is created, the amount (VAT included) is returned, stock is replenished and the sale status is updated.
To CANCEL: open the sale, tap "Cancel", enter a reason, then confirm. -> The sale becomes "Cancelled", all stock returns and the linked invoice becomes "Cancelled".

Examples

Partial refund with VAT: Sale of 5 items at 120 (incl. 20% VAT). You refund 2: the customer gets 240 back (200 net + 40 VAT), the sale becomes "Partially refunded", 3 remain refundable.

Special cases

You cannot refund the same item twice: already-refunded quantity is tracked and deducted. You cannot cancel an already-refunded sale: use a refund for the rest. Refunds and cancellations are immediately reflected in the daily overview (net revenue, refunds) and the VAT report.

Error messages

"Quantity to refund exceeds the still-refundable quantity"

Cause: You requested more than what remains refundable for this item. Solution: Reduce the quantity to the displayed "Refundable" value.

"This sale has already been refunded and can no longer be cancelled"

Cause: Full cancellation is only possible on a sale with no refunds. Solution: Use a refund to return the remaining items.

Tips

A refund ALWAYS returns the exact amount paid (VAT and discounts included): the customer gets back exactly what they paid. To fully void a not-yet-refunded sale, prefer "Cancel" (simpler and faster than refunding item by item).