Refunds and voids

A void cancels a payment before it settles (usually same-day, before batch close) so the charge never posts to the customer. A refund returns money after settlement and shows as a separate credit. Pedestal handles returns and refunds from the order's detail page.

Before you start

• Find the original order — refunds should reference the original sale rather than being rung as negative sales.
• Make sure your role allows returns/refunds.

Steps

1. Open Orders and find the sale — Search by order number, time, or amount.
2. Open the order detail — You'll see items, payments, and available actions.
3. Choose void or refund — Same-day mistakes can often be voided; anything settled becomes a refund back to the original card.
4. Select items and a reason — Partial refunds return only selected items; the reason feeds your reporting.
5. Confirm and hand the customer their receipt

Common mistakes

• Ringing a new negative sale instead of refunding the original order — inventory and reports both end up wrong.
• Promising instant money-back; card refunds take days to post to the customer's bank.

Troubleshooting

When to contact support

• A refund fails repeatedly on a valid card.
• You need to reverse a settled charge you can't find in Orders.

Reach us any time from the Contact Support form.

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