Refund or void a payment

Refund a payment

1. Open the order's Payments window.
2. Tick the payment in the table.
3. Press Refund. Refund Payment opens.
4. Type the Refund amount — all of it or part. It can't be more than what's left to refund on that payment: Refund amount cannot exceed original payment amount.
5. Add Additional notes (why you're refunding). Depending on the method, MoveBoard also asks for the Paid Date, the Check Number or the cardholder's name.
6. Press Refund $… (a card charged through MoveBoard) or Record $… (anything else).

What happens depends on how the customer paid:

The refund appears as its own row, marked Refund with a return arrow. The order's Payment and Balance go down. A card refund's receipt goes to the customer by itself; for a refund you recorded, MoveBoard asks whether to send the receipt.

Press a refund row to see its Refund Details: the date, the refunded amount, the payment it refunds, the transaction ID and your notes. The note also shows under the row and in the Order Log.

Refund what the customer overpaid

When the closing's Total Due reads, for example, -$2,178.75 (overpaid), press (overpaid). The Payments window opens straight on Refund Payment with the Refund amount already $2,178.75 — you only choose which payment gives it back:

• One payment can give it all back — it's picked for you. The other payments are still listed under Refund from, so you can change it.
• Several can — pick one under Refund from. Each shows how much it can still give back.
• The payment you pick can't give it all back — the amount stops at what that payment can still give back, and the pop-up says so. Refund the rest from another payment afterwards.

Then add your notes and press Refund $… or Record $…, exactly as above. A card charge that hasn't settled yet still offers Void instead (see below). Total Due follows as soon as the refund is saved.

(overpaid) is a link only for people with the permission to process refunds; everyone else sees the same words as plain text. It works on a phone too.

The payment's cash discount, card fee or tip

When you record a refund (cash, check, a card charged elsewhere, your own payment types), the refund takes its share of what was added to or taken off that payment: refund 20% of the payment and 20% of its cash discount, card fee or tip comes off. Refund everything that's left and all of it comes off. A card refund through the card processor leaves them as they are.

MoveBoard shows you exactly what will happen before you save, in one line under the amount — for example:

Refund $200.00 of $1,000.00 cash (20%) → cash discount reduced by $10.00 ($50.00 → $40.00)

The same line goes on the refund row, in the Order Log, on the refund receipt and in the closing, so everyone sees why the totals moved.

Refund cash

Only admins can refund a cash payment. It's written down only — nothing is charged to a card.

1. Tick the cash payment and press Refund.
2. Type the Refund amount (all of it or part — no more than what's left), pick the Date you gave the money back, and type the Reason. Its calendar shows last month and this month side by side (one month on a phone).
3. Press Record $….

A new Refund (cash) row appears and comes off the order's total; the cash payment itself stays as it was. The Order Log records who refunded it, and the refund counts in your reports and on the closing. If your company sends payment receipts, MoveBoard asks whether to send the refund receipt.

Void a card charge instead

A card charge that hasn't settled with the bank yet (usually the same day) can't be refunded — void it instead and nothing reaches the customer's statement. Refund Payment then offers Void instead. The row is marked Voided and no longer counts.

When Refund is greyed

• You need the permission to process refunds.
• Only a pending or processed payment can be refunded.
• A cash payment can be refunded by admins only: Only admins can refund cash. (The same in the order's Booking section, where the reason shows beside Refund or void.) A cash payment recorded by mistake (no money changed hands) can be deleted instead — see Delete or transfer a payment.
• Tick a payment first (Pick a payment first).