Giving a Refund

Refunds take three steps in TORO: find the sale, tap what's coming back, and press Give Refund. TORO works out the amount, sends the money back the way the customer paid, and tells you in plain words what happened. You never have to look up a transaction number, and TORO won't let the same thing be refunded twice.

Step 1: Find the sale

Open the Transactions menu and choose Process Refund, then enter your PIN.

TORO lists the sales from the last 7 days, newest first. Each one shows the time, the total, how it was paid (for example "card ...9340") and what was bought. Tap the sale the customer is returning from. If you don't see it:

• Scan the receipt (or type the number printed on it) and tap Find the sale.
• Type the last 4 numbers of their card and tap Find the card.
• Tap Last 30 days to look further back, or A customer... to see one customer's sales from this year.

A sale that was already partly refunded says so in the list.

Was the sale today? TORO will tell you to cancel the whole sale instead, and gives you an Open the sale button so you can do it right there. To give back just part of a sale from today, do it tomorrow.

No receipt? Tap No receipt. You can then Find the item in your catalog, or choose Just an amount and tap a reason. Most stores need a manager to OK these.

Step 2: Tap what's coming back

Tap each item the customer is returning. You can tap the box or anywhere on the row. If they bought more than one, use the - and + buttons to say how many are coming back. TORO already knows what was returned before, so it never lets you return more than they bought.

For each ticked item, choose Back on shelf (it goes back into your inventory) or Damaged (TORO asks what's wrong with it, and it stays out of inventory).

Under the items, one sentence tells you exactly what will happen, for example: "Give back $17.63 to the card ending 9340." TORO works the amount out from what the customer actually paid: their discount, their tax and their share of any card fee. When a sale was split, it splits the refund the same way: card money goes back to the card, and cash comes back as cash.

Want to give it back another way? Tap Change how.

Tap one way to put the whole amount there, or tap more than one to split it. You can choose the card, cash, store credit on the customer's account, or a new gift card. Ways that can't be used are greyed out, with the reason underneath.

When it looks right, tap the big green Give Refund button.

Step 3: Finish

TORO sends any card refund first and waits for the card company to answer. Only when everything has gone through does it open the drawer and show you, in big letters, how much cash to hand back. Then the receipt prints for the customer to sign. Tap Done.

If a store credit or gift card was given, the screen says so. Store credit is on the customer's account and they can use it at the register.

If something goes wrong

TORO always tells you what happened and what did NOT happen, and gives you a button for the next step.

• The card refund did NOT go through. Nothing has been given back yet. Tap Try the card again, or give it as cash or store credit instead.
• Part of the refund isn't done yet. For example, one card went back but the other didn't. The screen tells you how much the customer is still owed. Finish it with one of the buttons before closing.
• Waiting to hear back about the card. The card company didn't answer in time, so the refund may have gone through. Don't give it back another way yet. Tap Check again in a minute.
• The card company says this card was already refunded. Check the card company's website before giving anything back another way.
• "Only $X of this sale is left to give back." Some of it was already refunded, maybe on another register. Untick something, or ask a manager.

If you're ever unsure, call TORO Support before giving money back a second time.

When a manager has to OK it

Your store's settings decide what needs a manager. TORO asks once, when you tap Give Refund, and lists everything that needs an OK:

• The sale is older than your store's return limit.
• There's no receipt.
• Money back with no item.
• A damaged item.
• An item your store doesn't normally take back (for example, lighters).

The manager taps in their PIN and the refund continues. Their name is saved with the refund.

Things to Know

• Card refunds go back to the card that paid, through the same card machine. Expect 3-5 business days for the customer to see it. A card that was typed in by hand (not run through TORO's card machine) can't be refunded automatically. TORO says so and offers cash or store credit instead.
• Comped items give nothing back, because they were free. If part of a sale was comped, TORO only gives back the part the customer paid for.
• Store credit goes back to store credit. If they paid with store credit, it goes back on their account, not as cash.
• Your store's refund settings decide which ways are allowed (card, cash, store credit, gift card). When a setting changes where the money goes, TORO shows a yellow note explaining why. See Setting Up Refunds below.
• Inventory updates automatically for anything marked Back on shelf.
• Nothing is ever refunded twice. Not the same item, and not more than the customer paid, even if two registers try at the same time.

Setting Up Refunds

You set your store's return rules once, and TORO follows them on every refund.

Where this lives: Dashboard > TORO Configuration > Set Up System > Setup tab > Set Up Returns

The same screen also opens from Set Up Receipt with the Edit Return Policy button.

Days Allowed to Return. How many days after the sale a customer can bring something back. If a sale is older than this, a manager has to OK the refund. If you enter 0, a manager has to OK every return.

Require Receipt. Choose Yes or No. Choose Yes and a manager has to OK any return made with No receipt. Choose No and cashiers can do those on their own.

Product Types to Restrict From Refunds. These are the things you don't normally take back, like lighters or cutters. Tap Add Product Type to add one to the list, or pick one and tap Remove Product Type. Items in these product types can still be refunded, but a manager has to OK it, and TORO marks the item "store policy" on the refund screen. This list is the same as the Returnable box on each product type (see Setting Up Product Types), so changing one changes the other.

Refund Payment Methods. Tick each way you're willing to give money back:

• Credit: back to the card the customer paid with
• Cash: cash from the drawer
• Account: store credit on the customer's account
• Gift Cards: a new gift card

A box you leave empty is turned off. When a sale was paid a way you've turned off, TORO uses one of the ways you ticked and shows a yellow note on the refund screen explaining why. Turned-off ways show greyed out under Change how.

Return Policy for Receipt. The text of your return policy, for example "Returns within 30 days with receipt. No returns on lighters." It only prints on receipts when Display Return Policy is turned on in Set Up Receipt.

Press Save when you're done. Days Allowed to Return and Require Receipt both have to be filled in, or TORO won't save.

Who counts as a manager

"A manager has to OK it" really means "someone whose access level allows it." If the cashier's own access level already allows it, for example an owner ringing the refund, TORO doesn't ask. Each rule above (an old sale, no receipt, a restricted product type, a damaged item, money back with no item) is its own permission. You can give or take it away per access level in Access Levels and Permissions.