How to Issue a Refund for an Order on Clover

Your Clover device must be set up, connected to the network, and have access to the Orders app.
Have the order details ready (order ID, date/time, and payment method).
Note that cashless refunds may require a full refund rather than partial refunds, depending on your configuration.

Open the Orders App
On your Clover POS home screen, tap the Orders app to access past transactions.
Find the Order
Use filters or search to locate the order you want to refund:
- Filter by tender type (select Facilipay Cashless or Gift Card by Facilipay) to narrow results.
- If the customer has a printed receipt, scan the receipt barcode to find the order quickly.
Select Exchange / Refund
Open the order and choose Exchange / Refund to begin processing the refund.
Choose What to Refund
You'll see different refund options:
- Refund items — refund specific items if there are multiple.
- Refund payment — refund the entire payment back to the original method.
Select the Original Payment Method
A list of payment methods used in the order will appear. Tap the one you want to refund:
- If the original payment was Facilipay Cashless, refund via cashless.
- If the order was paid using a Facilipay Gift Card, refund back to the gift card.
Process the Refund
Once you select the payment method:
- If refunding to a Cashless account — confirm the refund.
- If refunding to a Gift Card — scan the gift card QR or enter the card number, then confirm.
The order will then show a negative amount indicating the refunded value.

The refunded amount is returned to the original payment type (cashless balance or gift card).
For cashless refunds, the customer's account reflects the refunded amount.
For gift card refunds, the card balance updates accordingly.

Match the original payment method: Always refund using the same payment type the customer used at purchase time.
Print or save receipts: Offer the customer a receipt or confirmation for their records.
Be aware of partial refund limits: Some configurations may not support partial cashless refunds — check yours if this matters.
Verify gift card details: When refunding to a gift card, confirm the QR or card number before processing.

If you need to refund a completed order paid for using Facilipay (via Cashless or Gift Card payments), you can do so directly on your Clover POS using the Orders app and the Refund functionality. This process returns funds to the original payment method.