Refunds¶
When a guest has paid more than what they actually owe, the system flags a refund automatically and reminds you to return the difference. There's no separate "Refund" button — the refund is generated from the operation that reduced the bill after the guest had paid.
When is a refund generated?¶
A refund is flagged automatically in these cases on an order that is fully or partially paid:
| Operation | What happens |
|---|---|
| void / comp of items on a paid order | The bill decreases, and the overpaid difference is flagged as a refund |
| Cancel a paid order | Everything collected is refunded |
| Editing items after payment | If the bill becomes less than what was paid, the difference is refunded |
| Force-closing a table with a paid order | Everything collected on the order is refunded |
How does the system handle it?¶
- It calculates the net collected on the order minus any refund already made.
- It writes a refund row in the revenue (a negative value) so reports decrease by the correct amount.
- It sends a staff alert with the order number and the amount to be returned.
- You are the one who actually hands the money back to the guest, according to the original payment method.
Cash vs. card¶
| Payment | How to refund |
|---|---|
| Cash | Give the cash to the guest from the drawer; the alert reminds you of the amount |
| Card | Process the refund manually from the QNB gateway (the merchant portal) — there's no automatic refund |
⚠️ Note: card payment (the QNB gateway) is currently in trial. Any card refund you make is done by you from the QNB merchant portal; the system only records the amount owed and alerts you — it does not return the money to the card on its own.
Worked example (partial refund)¶
A guest has a 300 EGP bill and pays it in full. Afterward you void an item worth 50 EGP plus the tax on it. The new bill becomes, say, 243 EGP, so the system flags a 57 EGP refund and alerts you to return it to the guest.
🔒 Security: a refund never exceeds what was actually collected, even with many edits back to back — each refund is deducted from the remaining balance, not from the original total.
💡 Tip: every void / cancel / refund leaves a permanent audit row (who did it, when, and how much). Review it in Loss prevention.
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