Once a ticket is paid, Refund appears in the Actions menu. A refund creates a refund version of the original ticket rather than editing the original, so the audit trail stays intact.

Steps

1. Find the ticket. Ticket Search will find it by number, guest name or card number. See :Search for a ticket.
2. Tap Actions, then Refund.
3. Read the Refund Ticket prompt, then tap OK.
4. In the Reason for Refund panel, pick a reason or type detail in the Description box, then tap Refund.
5. Choose the payment type to refund to: Cash, Card, Gift Card or Custom.

After the refund

The POS shows an approval screen. From there you can:

• Tap Sign to capture a signature if the transaction requires one.
• Tap Print to preview or print the refund receipt.
• Tap Void Payment if the payment type supports it.

How to spot a refunded ticket later

Refunded tickets show their items in red text, and the ticket tile in the Room screen is highlighted red.

Refund versus void

Refund returns money on a closed ticket. Void cancels an unpaid one. If the batch has not settled, voiding the payment is usually cleaner for the guest statement than a refund.

Source: Global Payments Genius POS User Guide. Newly built article, pending review.

Step by step guidance added 24 August 2026 from the Global Payments Genius POS User Guide. The video above is the original walkthrough.