Why refunds are not in EnakPOS
EnakPOS has no refund button at all. Here is what you can still do before payment, and who handles a refund afterwards.
Steps
- 1
Do not look for a refund button at the till
There is no Refund button on any EnakPOS page. That is deliberate: money that has been taken is only given back by someone authorised to do it, and it is recorded in EnakVP.
- 2
Before payment, cancel or comp instead
While the bill is unpaid you still have every way out at the till: Reject / Cancel Order for a whole bill, Actions on an item row for one item, or Compliment Order to give it away.
- 3
After payment, do it in EnakVP
In EnakVP, open Orders, select the order and tap Refund. Fill in Reason for the refund and confirm with your password. Only a Supervisor, Manager or Owner sees that button.
- 4
Cash and card at the till are recorded only
For payments your venue handled itself, EnakVP only records the refund: "Hand the money back to the customer. This only records the refund." You still hand the money over yourself.
- 5
QRIS and customer app payments
QRIS through the payment gateway can only be refunded on the same day as the payment, and only by the EnakPay team. A payment the guest made in the customer app cannot be refunded from the portal yet at all, and has to be settled in the DSP portal.
Got a QRIS order that needs refunding today? Message us on WhatsApp straight away, because the cut-off is the day of the payment itself.
Good to know
A little more depth, so your team understands why, not just which button.
Who is allowed to refund
The Refund button in EnakVP is only visible to a Supervisor, Manager or Owner. Ordinary staff never see it. EnakPay splits it that way on purpose: a supervisor can approve a refund without being able to change venue settings or add users.
Three ways money travels back
A payment your venue handled itself is recorded only, and you hand the money over. QRIS through the payment gateway really does send a refund instruction to the gateway. A payment made in the customer app has no refund route yet.
Why QRIS is same-day only
The gateway rejects a refund sent after the day of the payment, so EnakPay stops it earlier rather than sending a request that is certain to fail. That is why a QRIS refund has to be raised the same day, not the next morning.
Preventing it is still the best route
Every easy way out exists before the guest pays. Read the bill back to the guest before tapping Proceed to Payment, and use Reject / Cancel Order or Compliment Order while the bill is still open. After payment it is always a longer job.
Still stuck?
Our support team helps 24/7 on WhatsApp, remotely or at your venue.
More EnakPOS guides
- Open the register at the start of a shift
- Close the register at the end of a shift
- Take an order with modifiers in EnakPOS
- Pay one bill with several methods (Multi-Payment)
- Charge an order to a customer account (On Account)
- Hold an order and pick it up later
- Add a new customer in EnakPOS
- Find a customer and open their order
- Seat a guest and move an order to another table
- Change quantity, notes and options on a cart item
- Sell something that is not on the menu
- Give a discount on one order
- Take a payment at the counter
- Cancel, reject or comp one item
- Reprint a receipt or a kitchen docket
- Keep selling when the internet drops
- Record cash in and cash out of the drawer
- Check the daily recap mid-shift
- Look up register history and reprint a past session
- Apply a promotion or coupon code at the till
- Split a bill, and merge two bills
- Cancel or comp a whole order
- Clear the Print issues queue
- Run the pickup queue board
- Edit the table layout
- Sign in, sign out and staff PINs at the till