Viewing Sales and Processing Refunds in Gladstone 360

Problem

Front of house staff and duty managers need to find a sale in Gladstone360, refund it, reprint a receipt, and know what to do with older non-member sales and online payments.

Resolution

Refund from the till

1. Start the refund

   • On the POS, click Refund and enter the transaction number.

2. Choose the lines

   • Use the sliders to choose which lines to refund.

3. Choose the reason

   • Choose the refund reason (mandatory).

4. Check the refund payment method

   • Check the refund payment method. It defaults to the original method: change it if you're refunding another way (for example to a voucher).

5. Confirm

   • Confirm.

Refund or reprint an older sale from the record

1. Find the sale

   • Find the member on Check-in and open the Sales tab.
   • Extend the date filter if the sale is older than the default period.

2. Reprint or refund

   • Use Options > Reprint or Options > Refund.

See what a sale covered

1. View the sale (if applicable)
   • In Sales, click View. Audit shows what the sale was for; Financials shows the payment breakdown (a split payment shows as one sale, broken down by method).

Notes

• Before you start:
  • Starting a refund and processing it are separate permissions. If you can't process refunds, a duty manager enters their details at your PC to authorise it.
  • Ask the customer for their receipt: the transaction number is the receipt number.
  • Card refunds are processed on the card machine and recorded in Gladstone360. Follow your site's card machine procedure.
• A partial refund isn't possible in Gladstone360. You choose which whole lines of a sale to refund, but you can't refund part of an amount. Refund the full line, then sell a new item for the part that isn't being refunded. You can submit a feature enhancement request.
• Refund reasons are standard and can't be edited or added to.
• Items already refunded can't be refunded again.
• Gladstone360 doesn't print duplicate receipts automatically and there's no setting for it (the duplicate receipt ticks are for Plus2 only). Use Reprint.
• The receipt layout and content can't be changed (for example to show the number of guests). You can submit a feature enhancement request. Font and print size are set in cog > Printers.
• Non-member sales only show for today. After that they can't be found on the record. Put sales on member accounts where possible, or create an account (for example "Retail purchases") for walk-in sales so they can be found later.
• Online payments (Gladstone Go) go through Gladstone Pay and are refunded there, not on the till. Free online bookings can be cancelled by the customer.
• Keep refunds in Gladstone360 rather than Plus2 so till readings stay correct.
• A credit to use later isn't possible. Refund, or cancel and rebook.
• Troubleshooting:
  • You can't find last week's walk-in sale: non-member sales only show for today. Void the sale in Plus2 and refund manually. In future, use a named account for walk-in sales.
  • A refund went to cash instead of voucher: the refund payment method wasn't changed. Check the refund method before confirming. Speak to your duty manager about correcting the cash-up.
  • A staff member can't refund: they're missing a POS permission. A duty manager authorises it, or your administrator checks the user's POS role in GMC.
  • A customer paid online and wants a refund: online payments go through Gladstone Pay. Refund through Gladstone Pay.
  • You have a payment ID for a card payment: use the Refund button on the till.
  • You can't refund only part of an amount: a partial refund isn't possible in Gladstone360. Refund the full line, then sell a new item for the part that isn't being refunded.
• Common questions:
  • Can we refund half of a class fee? No. A partial refund isn't possible in Gladstone360. Refund the full line, then charge the part that isn't being refunded.
  • Can we add our own refund reasons? No, they're standard. You can submit a feature enhancement request.
  • Can the till print two receipts every time? No. Use Reprint when you need a copy.
• When to contact Gladstone support:
  • A refund or reprint option is missing for a user who has the right role: include the user ID and a screenshot.
  • You'd like a feature that isn't available (partial refunds, custom refund reasons, receipt layout): submit a feature enhancement request.
• Related: Taking Payments and Discounts at the Gladstone360 Till; Recommended Gladstone 360 Roles and Permission Levels; Cancelling, Freezing and Refunding RCP Subscriptions.

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