# Viewing Sales and Processing Refunds in Gladstone 360

HTML version: [Viewing Sales and Processing Refunds in Gladstone 360](https://support.gladstonesoftware.cloud/gladstone360/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

6. **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.

7. **Reprint or refund**
   - Use `Options > Reprint` or `Options > Refund`.

### See what a sale covered

8. **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](https://hello.gladstonesoftware.com/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](https://hello.gladstonesoftware.com/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](https://hello.gladstonesoftware.com/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](https://hello.gladstonesoftware.com/feature-enhancement-request).
- Related: [Taking Payments and Discounts at the Gladstone360 Till](taking-payments-discounts-and-refunds-at-the-gladstone360-till.md); [Recommended Gladstone 360 Roles and Permission Levels](recommended-gladstone-360-roles-and-permission-levels.md); [Cancelling, Freezing and Refunding RCP Subscriptions](cancelling-freezing-and-refunding-rcp-subscriptions.md).