Nobody loves doing refunds, but they’re part of the business. TORO makes the process tight enough that you won’t accidentally refund the wrong thing, over-refund a quantity, or miss a step. Here’s the full walkthrough.
Refund With a Receipt #
This is the cleanest path — the customer has their receipt, and you can pull the original transaction.
- Tap Refund from the main screen and enter your PIN
- Tap Add Items From Receipt
- Type in the transaction number from the receipt
Before showing you anything, TORO runs a few checks:
- Same-day transaction? TORO will tell you to void it instead. Same-day returns are voids, not refunds — this keeps your books cleaner.
- Older than 90 days? You’ll need a manager override to proceed.
- Was the original tax-exempt? TORO will ask how to handle tax on the refund.
Once validated, the full receipt appears with every item from the original sale. Tap each item the customer is returning. If something was purchased in a quantity greater than one, TORO asks how many are coming back — and it already knows if any were previously returned, so you can’t accidentally refund more than what was sold.
For each returned item, TORO asks: Is this resellable? If yes, it goes back into inventory. If no, you’ll need to enter a reason (damaged, defective, etc.). Some product types are flagged as non-returnable and will require a manager override.
Now pick how to refund the money:
- Cash — the drawer opens and TORO shows the exact amount to hand back
- Credit Card — TORO displays the original card(s) used, with last 4 digits, so the refund goes back to the right card
- Account Credit — adds the amount to the customer’s store credit balance
- Gift Certificate — issues a gift certificate for the refund amount
You can split a refund across multiple methods, just like a regular payment. Once the due amount reaches $0.00, tap Process Refund. A refund receipt prints, and the customer signs.
Refund Without a Receipt #
It happens. The customer doesn’t have their receipt, or maybe it was a gift.
- Tap Add Items (not “From Receipt”)
- A manager override may be required depending on your store’s settings
- Search for the item in your catalog
- Enter the refund details manually
Without a receipt, TORO can’t cross-reference the original sale, so there are fewer guardrails. Most stores require manager approval for these.
Things to Know #
Void vs. Refund — A void cancels an entire transaction as if it never happened. A refund returns specific items from a past transaction. If it’s the same day, TORO pushes you toward a void because it’s cleaner for accounting.
Duplicate protection — TORO tracks every item that’s been returned from a given transaction. If someone already returned 2 of the 3 cigars they bought, TORO only allows a refund on the remaining 1. No one’s getting refunded twice.
Credit card refunds go back to the original card. This isn’t a TORO rule — it’s how card processing works. Expect 3-5 business days for the customer to see it.
Cash refund on a card transaction — This requires a manager override. It’s a loss-prevention measure, since it could otherwise be used to convert card purchases into cash.
Inventory updates automatically for any item marked as resellable. It goes right back into your quantity on hand.
