Perform a Refund or Void on Echo

Description: Perform a refund on a transaction that has already been processed (cash, credit, etc.), and void a transaction that has not yet been paid with the below steps. 

• Refunding Completed Sales
• Open Refund
• Voiding a Transaction

For more information on transactions, visit the Payment Options article.

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Refunding Completed Sales

To refund a ticket that has already been paid out:

1. Go to Recall > Complete Sales from the Order Entry screen.
2. Select the desired transaction.
3. Then select the REFUND button in the lower left corner.

Note: You can search for the transaction via the 13-digit Receipt Code (at the bottom of the receipt) or by Customer (blue person icon).

A prompt will appear asking whether you would like to perform a Full or Partial refund. You may need to enter a manager PIN if you do not have the proper permissions to void/refund transactions.

• Full Refund: A reason is needed to refund the money onto the tendered payment type
• Partial Refund: Choose items on the left you would like to refund
  • Select Refund.
  • Choose the desired tender type to complete the refund (i.e., Cash, Credit & Gift Cards).

Note: When processing a refund on a Credit or Debit card, the physical card MUST be present. In addition, sales that were processed as Debit will always be refunded as Credit.

Open Refund

Open refunds can be used when needing to return money to a customer for the purchase of a good or service, but you do not know the exact transaction that you should refund it. To perform an open refund:

1. Choose Open Refund from the manager drop-down menu on the order screen.
2. Enter how much you would like to refund the customer.
3. Select Refund.
4. Verify that the amount is correct and tap Refund again.
5. Press the desired tender type to complete the transaction (i.e., Cash, Credit & Gift Cards).

Voiding a Transaction

If a ticket has not yet been paid for, you have the ability to remove it from the system by using the Void functionality. To void a transaction:

1. Place the ticket on Hold (if it isn’t already).
2. Go to Recall > Held Orders.
3. Select the transaction from the list.
4. Select Void.
   
5. Select Void reason. ex. testing.
6. Then select Done.
   
7. Then select Confirm Void to print the receipt.