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How to Issue a Refund for an Order on Clover

If you need to refund a completed order that was paid for using Facilipay (via Cashless or Gift Card payments), you can do so directly on your Clover POS by using the Orders app and the Refund functionality. This process allows you to return funds to the original payment method or back onto a gift or cashless balance where appropriate.

Before You Begin

✔ Ensure your Clover device is set up, connected to the network, and has access to the Orders app.
✔ Know the order details you want to refund (order ID, date/time, and payment method).
✔ Note that cashless refunds may require a full refund rather than partial refunds, depending on your configuration.

Step-by-Step: Refund an Order on Clover

1. Open the Orders App

On your Clover POS home screen, tap the Orders app to access past transactions.

2. Find the Order

Use filters or search to locate the order you want to refund:

  • You can filter by tender type (select Facilipay Cashless or Gift Card by Facilipay) to narrow results.

  • If the customer has a printed receipt, you can also scan the receipt barcode to find the order quickly.

3. Select Exchange / Refund

Open the order and choose Exchange / Refund. This will let you proceed with refunding the payment.

4. Choose What to Refund

You’ll see different refund options:

  • Refund items — refund specific items if there are multiple.

  • Refund payment — choose this if you want to refund the entire payment back to the original method.

5. 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 it was paid using a Facilipay Gift Card, refund back to the gift card.

6. 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 refund.

After this, the order will show a negative amount indicating the refunded value.

Tips & Best Practices

  • Match the original payment method: Always refund using the same payment type the customer used at purchase time.

  • Print or save receipts: After refunding, offer the customer a receipt or confirmation for their records.

  • Cashless refund limits: Some systems may not support partial cashless refunds — check your configuration if this matters.

  • Gift card refunds: When refunding to a gift card, make sure you have the correct QR or card number before processing.

What Happens Next

Once the refund is processed:

  • The refunded amount will be returned to the original payment type (cashless balance or gift card).

  • For cashless refunds, the customer’s account will reflect the refunded amount.

  • For gift card refunds, the card balance will update accordingly.