How to manage orders and refunds

Saturday lunch just ended. Open Store orders in the manager app to check a soup refund from noon and a table that is still open. The floor is already calling the next table. What you need is not “ring another order”, but: which day that refund lands on, why net sales can be negative, and which field is the Current valid fiscal receipt.

This page helps you do three things: read the unified sales/refund timeline, open Order detail to verify fiscal and refund evidence, and use Statistics reports for full-range Gross sales / refund / Net sales. Do not assume you can take till orders here, and do not assume the back office can run a full refund for the cashier. Item names and tax rates live under Products; tables and areas live under Areas. Matching historical tickets to a shop sample before cutover: see migration sample.

How to read the sales and refund timeline

1. Open Store orders. The list is a unified sales/refund timeline: each row should show event type, event time, and a signed amount.
2. Narrow with Date range, Filter area, Order no., status, and similar filters when needed. List rows and totals should follow the same query—do not add up only the rows on the current page in the browser.
3. Check these three finance rules:
4. Gross sales, refunds, and Net sales come from the on-page totals; net may be negative.
5. Refunds post on the refund day. A historical ticket refunded today can make today’s net negative—do not push it back to the original sale day.
6. Pending (unsettled) order amounts are not in net sales. The timeline shows posted sales/refunds only.
7. At peak, to check “how much sold and refunded today”, open Statistics reports and use a full date range—not a long page of orders you add by hand. For continuity checks see peak continuity.

Fiscal receipt and refund evidence in detail

1. Open the target row to enter Order detail.
2. You should see header info, items, payments, Refunds, and Order logs.
3. Trust only Current valid fiscal receipt—the field marked current on the order, or the refund fiscal receipt on the refund you selected. Formal print, recovery checks, and manual re-report intents are history—never treat “latest successful log” as the current ticket.
4. Tax history here is read-only audit. This page is for evidence, not a one-click formal re-report. If a formal re-report is required, follow your shop’s separate process (reason, confirm the original ticket)—do not look for a re-report button on this page.
5. If the page warns that some legacy evidence cannot bind to the current order, or shows it as isolated, leave it isolated—do not merge by “same day / close in time”.

For payment mismatches see payment exceptions.

Quick checks

SymptomWhat to doToday’s net sales are negativeCheck refund events today; confirm a historical ticket was refunded todayTurnover looks shortConfirm Pending amounts were not counted as net; use Statistics reports for full-range totalsSeveral ticket numbers “look current”Trust only Current valid fiscal receipt; treat the rest as historyWant to refund from the back officeStore orders are for query and audit, not a full refund. Refunds run on the till under shop authorization. Who may refund is shown under configuration for cashier authorization policiesNeed to change a line’s name or tax rateUse Products; do not reprice or re-tax on the order pageTable / area filter looks wrongMaintain it under Areas, then return to Store orders

Back to the Restaurant POS selection checklist.

Next steps

• Ordering and tables
• Members, orders and aftersales
• Home
• Pricing