Reopen a paid order and issue a refund

When a paid order is reopened and reduced — an item voided, a quantity lowered, a discount added — the new total drops below what was already collected, so the guest is owed the difference. Pedestal shows a Refund due and requires you to actually issue that refund; it will not silently close the ticket at $0.00.

Before you start

Find the order in Previous Orders and confirm it's already paid.
Reopening and reducing a paid order is permission-gated and may need a manager.

Steps

Open the order from Previous Orders — Reopen the paid ticket you need to adjust.
Make the reduction — Void an item, lower a quantity, add a discount, or remove tax as permitted.
Read the Refund due — The pay dock replaces Charge with “Issue refund $X.XX” and disables Hold, Quick cash, and Close order.
Tap Issue refund — The refund goes back to the original tender (card refunds return to the original card).
Let the refund finish — Wait for confirmation — don't retry a refund that hasn't reported a clear result.

Common mistakes

Expecting the ticket to close at $0.00 after a reduction — the guest is owed money, so a refund is required.
Retrying a card refund that timed out; an unknown result may already have moved money.

Troubleshooting

The refund shows as unknown after a terminal timeout.

Do not retry. An unknown refund is resolved by the status/recovery flow, not by sending it again — contact support if it doesn't clear.

Issue refund is the only action available.

That's by design while a refund is due; the ticket returns to settled once the refund succeeds or the edits are reverted by an authorized user.

When to contact support

A refund reports unknown and never resolves.
The refund due amount doesn't match the reduction you made.