SkyTab POS Refund Process With Separate Tickets per Refund

Description: Learn how to process partial and full refunds using separate tickets on SkyTab POS, understand how refund tickets are linked to original sales, and verify refund activity in system reports.

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Overview

This guide explains how to process refunds for previously completed tickets on SkyTab POS. It covers how to issue partial (item-level) refunds, refund remaining balances at a later time, understand how refund tickets are linked to original sales, and verify refund activity within reporting.

Process a Partial Refund (Item Refund)

If a customer needs a refund for only specific items on a completed order, follow these steps:

1. On SkyTab POS, navigate to the Completed Orders tab and select the ticket that requires a refund.
2. Select REFUND and proceed through the refund flow as usual.
3. When the refund is completed, the system does not modify the original “Paid” ticket. Instead, it creates a new, separate ticket with a negative balance to offset the refunded amount.
4. On the Completed screen, you will now see:
   
   • The original ticket (for example, Order #1002) with the full paid amount.
   • A new refund ticket (for example, Order #1003) shows a negative value for the refunded items.
5. To view the relationship between the tickets, select the refund ticket. At the top of the ticket summary, select the dropdown arrow next to the Order number.
   
6. This reveals a link to the ORIG Order # (Original Order). Selecting this link takes you directly back to the original sales ticket.
   
7. On the original ticket, refunded items will display small replay icons, indicating those items have been returned.
   

Refund the Remaining Balance (Full Refund)

If the remaining items on the original ticket need to be refunded at a later time:

1. Return to the original ticket (for example, Order #1002) and select REFUND again.
2. Select the remaining items. The system automatically recognizes which items were previously refunded and calculates only the outstanding balance.
   
3. A new refund ticket is created (for example, Order #1004) with a negative balance representing the remaining refund amount.
   

Refunds in Reporting

Refunds appear in system reports as follows:

Activity Summary Report

• Often shows little or no visible change unless the refund occurs on a different business day than the original sale.
• Refund tickets with negative values may fully offset the original positive sales tickets.
• In some cases, Gross Sales and Net Sales may display as $0.00, even though closed tickets exist.

Ticket Detail (Closed) Report

• Displays all related tickets and clearly shows their transactional relationships.
• Refund tickets (for example, #1003 and #1004) appear with negative Subtotals and Grand Totals.
  
• The original ticket (for example, #1002) continues to show the original positive sale amount.
• Expanding the original ticket reveals that refunded line items now have a status of Returned.
  

Tip Handling During Refunds

Tips paid on the original order are returned to the customer as part of the total refund amount.

• Reporting: On sales reports, the original tip amount remains paid and associated with the original sale ticket.
• Refund Ticket: The tip value is not reverted or offset on the new refund ticket itself. The refund ticket only offsets the merchandise and tax values.
• Effectively Refunded: Although the tip line item is $0.00 on the refund ticket, the customer receives the full original payment amount back, including the tip, because the tip was part of the original captured payment.
• Accounting Note: The system retains the tip on the original sale for accurate payroll/reporting based on the service provided, even though the full payment is reversed to the customer.