Refund a payment from a counter order

Open Orders → View order → Refunds to review completed payments. Payment read access lets you see them. Requesting, approving or cancelling a refund also needs refund permission. Open your own shift at the order’s branch to use counter refund controls.

Choose the right payment

Refundable through Qcom identifies a completed online payment that can be sent back through its provider. Choose the payment and enter the amount to return. Existing refund requests and completed refunds reduce the amount available; Qcom checks the remaining amount before accepting a request.

Paid by evidence — not refundable through Qcom identifies money recorded from cash or another outside payment. Return that money outside Qcom, then use Returns → Record outside refund with its payment reference. Recording evidence does not give Qcom access to reverse an outside transaction.

Request and approve

1. Choose the online payment and enter the refund amount.
2. Read the request explanation, then choose Request provider refund. This reserves the amount for review; it does not send money.
3. Another authorized reviewer opens the order and chooses Review refund approval. The requester cannot approve their own request.
4. The reviewer checks the amount and chooses Approve and send refund.
5. Refresh the refunds to check the provider’s result. Provider is processing is not a completed refund. Partly refunded means only the confirmed portion was returned.

An available Cancel refund request action cancels the request without sending money. A request already being processed must finish checking before another decision is made.

Recover a missing response

The counter saves a refund request before sending it. After a missing response or reload, choose Check refund result. If the request is found, review it. If no request is found, Retry same refund keeps the original amount, payment and request number and uses its original shift. Check again after each uncertain attempt.

An uncertain approval is different: it may have reached the provider. Refresh its result rather than approving it again. When Qcom says the provider result needs review, open the full payment for reconciliation. Do not submit another refund to work around it.

When you cannot continue

• Access or settings: ask your workspace owner to review refund permission. Request and approval must be performed by different authorized people.
• No eligible payment or amount: evidence-only payments cannot be reversed through Qcom. Check earlier refunds and the amount already reserved.
• Could not load or confirm: refresh reads, or check the saved request. A missing response does not prove the request was rejected. Keep provider review separate from a new request.

Refunding a payment does not itself approve a return, restock items or cancel delivery work. Continue with Take a return at the counter or Prepare and complete counter orders.