š Overview
Most refunds in the software begin by opening the customerās invoice and reversing any line items that need to be corrected. After items are reversed, the checkout screen displays a negative amount that you refund using the appropriate payment method. Depending on what was reversed, the software may update the original invoice or create a new reversal invoice. This guide explains how to reverse items, process refunds across all payment types, use reference transactions, handle partially-paid invoices, verify chargebacks, and complete split tender refunds.
ā ļø Working with Booking Invoices
Bookings cannot be reversed directly through the invoice. Booking edits, cancellations, or refunds must be completed from the Booking page.
ā
Learn how to manage booking invoices below.
š” Tip: You may not need to issue a refund
If an invoice has no payments applied or if all payments have already been refunded, you can void the invoice instead of reversing items or processing a refund. Click on the article below to learn more.
š Authorizations
The following authorizations determine what a staff member can do when reversing invoices and processing refunds.
Click the arrow to view refund-related authorizations
Click the arrow to view refund-related authorizations
ā ļø Authorization Note
If a staff member does not have the required authorization to reverse items or process refunds, the system will display a notice and prevent the action from being completed. In that case, another staff member with the correct authorizations must complete the refund, or an administrator must update the employeeās role permissions.
If a staff member does not see certain options or payment tabs, they may be missing one or more of these authorizations.
1ļøā£ Refunds & Reversals
Allows staff to reverse invoice items and run negative checkout transactions (refunds). This is the core authorization needed for nearly all refunds.
2ļøā£ Reference Transactions
Allows staff to process refunds using a reference transaction when the full card number is not stored. Required for refunds tied to online or tokenized payments.
3ļøā£ Partial Payments
Allows staff to enter partial payment amounts, which is required when refunding only part of a payment or correcting partially-paid invoices.
4ļøā£ Credit Card Reversal
Allows staff to issue a refund or charge to a different credit card than the one used for the original payment. This includes selecting a previously used card or entering a new card manually if needed. Facilities often limit this permission because it gives staff the ability to refund to or charge a card that is not stored on the customerās account.
ā ļø Important
If you refund or charge a card that is not stored on the customer record, verify that the customer is present and the card belongs to them. This authorization gives staff the ability to enter a new card manually, so extra care should be taken when processing these adjustments.
š Step 1: Access the Invoice
Click the arrow to learn how to access an invoice
Click the arrow to learn how to access an invoice
š§āš¼ Option 1: From the Customer Profile
Search for and open the customer profile.
Select the Invoices tab.
Click the invoice number that needs to be corrected.
š Option 2: Using Global Search
Use the global search bar at the top of the menu.
Type invoice:[invoice number] (example:
invoice: 88512).Press Enter to open the invoice directly.
š Step 2: Reverse the Invoice Items
Click the arrow to learn how to reverse invoice items
Click the arrow to learn how to reverse invoice items
From the invoice page:
Locate the line item that needs to be corrected.
Click the 3 dots next to that item.
Select Reverse.
Repeat for any additional items that must be refunded.
Once all necessary items are reversed, click Checkout to move the reversed items into the negative shopping cart.
š£ Important: How Dash Decides Which Invoice Is Used
Dash will either modify the original invoice or create a new āreversal invoiceā depending on the type of item reversed:
Program-based items (registrations, memberships, passes):
ā Reversals and refunds are recorded on the same invoice.Cash register / POS items (snacks, concessions, one-off retail items):
ā Dash creates a new reversal invoice, and the refund appears on that invoice instead of the original.
This behavior is expected and helps preserve accurate reporting and item history.
š Chargeback Verification (CardConnect Only)
Use this process only when the bank has reversed the original payment and you received a chargeback notification from your processor.
Click the arrow to learn how to verify a chargeback before reversing items
Click the arrow to learn how to verify a chargeback before reversing items
š Why verification is important
A chargeback means the bank has already removed the original payment. The software does not update the invoice automatically. You must confirm the chargeback details first to avoid duplicate refunds or inaccurate adjustments.
How to verify a chargeback
Log in to your CardPointe merchant portal
Open the Chargebacks area
Locate the chargeback using:
Transaction ID
Date
Customer name
Amount
Confirm the chargeback is legitimate and finalized
Review the chargeback reason to decide whether invoice items should be reversed
Gather supporting documents if needed, such as the original receipt or customer correspondence
After confirming the chargeback
Open the matching invoice in the software
Reverse the affected line items using 3 dots ā Reverse
Add a negative payment using the Check method with NSF Check as the Check Type.
Enter a meaningful ācheck numberā for future reference.
Example: 120325CB (chargeback on 12/03/25 with āCBā to indicate chargeback).
Add a note describing the chargeback details
This creates a clear audit trail and distinguishes chargeback reversals from refunds or true NSF checks.
ā ļø Important
Do not reverse or refund invoice items for a chargeback until you have verified the chargeback in CardPointe. This prevents double refunds and keeps records accurate.
š³ Credit Card Refunds (Full and Partial)
Use this method when the customer originally paid by credit card and needs a full or partial refund.
Click the arrow to learn how to process a credit card refund
Click the arrow to learn how to process a credit card refund
After reversing items and clicking Checkout, you will be on the Card tab.
From the Card tab:
Confirm the correct customer is listed as Invoiced.
Select the card to refund using the drop-down menu.
Verify the refund amount in the Amount field.
Choose whether to send a receipt.
Add a payment note explaining why the refund is being issued.
Click Process Checkout.
š£ Partial Refunds
If only some items were reversed, the software automatically calculates the partial refund amount.
š”Tip: You can leave part of the payment as an account credit
If you reverse only part of an invoice and refund less than the customer originally paid, the remaining value stays on the customerās account as credit. You do not need to reverse the full payment to leave a credit balance.
Click the arrow to view how this appears on the invoice
Click the arrow to view how this appears on the invoice
š§¾ How this appears on the invoice
After processing the refund, the invoice will show:
The original card payment
A new negative refund line beneath it
Your note
Updated Amount Due
šµ Cash Refunds
Use this when the customer originally paid in cash and the refund will also be issued in cash.
Click the arrow to learn how to process a cash refund
Click the arrow to learn how to process a cash refund
Confirm the correct customer is listed as Invoiced.
Verify the Cash Received amount matches the negative total.
(Optional) Select Add split tend if using multiple refund methods.
Add a note.
Click Process Checkout.
Return the cash to the customer.
Click the arrow to view how this appears on the invoice
Click the arrow to view how this appears on the invoice
š§¾ How this appears on the invoice
Cash refunds appear either:
On the original invoice for program items
On a new reversal invoice for POS items
š§¾ Check Refunds
Use the Check tab when the customer originally paid with a check or when your facility is issuing a refund check. Select the correct Check Type below.
š¦ Regular Check
(Refunding a customerās original check)
Click the arrow to learn how to process a Regular Check refund
Click the arrow to learn how to process a Regular Check refund
Confirm the correct customer is listed as Invoiced.
Select Regular Check as the Check Type.
Enter the original check number the customer used.
Confirm the negative Check Amount.
Adjust receipt settings if needed.
Add a note explaining the refund.
Click Process Checkout to complete the refund.
Result:
The original check line stays visible
A new negative Regular Check line appears
The Amount Due adjusts accordingly
š¦ Refund Check
(Facility-issued refund check)
Click the arrow to learn how to process a Refund Check
Click the arrow to learn how to process a Refund Check
Confirm the correct customer is listed as Invoiced.
Select Refund Check as the Check Type.
Enter your facility-issued refund check number.
Confirm the negative refund amount.
Add a note.
Click Process Checkout.
Send the physical check to the customer.
Result:
Original payment line remains
Negative Refund Check entry is added
Refund aligns with facility financial processes
š« NSF Check
(Bounced or returned check)
Click the arrow to learn how to process an NSF Check
Click the arrow to learn how to process an NSF Check
Confirm the correct customer is listed as Invoiced.
Select NSF Check as the Check Type.
Enter the original check number.
Confirm the negative amount.
Add a note explaining the NSF.
Click Process Checkout.
Result:
Original check line stays
Negative NSF Check entry is added
š£ Note about open invoice balances
If the payment is removed but the invoice items remain, the invoice will stay open with a balance due. The customer can pay this remaining balance later, including through their online account if online payments are enabled.
š« Account Credit Refunds
Use this when the refund value should be stored as credit on the customerās account for future use.
Click the arrow to learn how to apply refunds to account credit
Click the arrow to learn how to apply refunds to account credit
ā ļø Important
When issuing an Account Credit refund, do not click the Process Checkout button.
Confirm the correct customer is listed as Invoiced.
Select the Account Credit tab.
Review settings.
Add a note if needed.
Click Apply as account credit.
The amount is added instantly to the customerās account credit balance.
š”Tip: You can leave part of the payment as an account credit
If you refund less than the amount the customer originally paid, the unrefunded amount stays as customer credit, as long as you did not reverse all invoice items.
š Gift Card Refunds
Use this when the original payment was made with a gift card and the refund needs to be put back on the same card using its redemption code.
Click the arrow to learn how to process a gift card refund
Click the arrow to learn how to process a gift card refund
From the Gift Card tab:
Confirm the correct customer is listed as Invoiced.
Enter the gift card redemption code.
Verify the negative amount.
Adjust receipt settings.
Add a note.
Click Process Checkout.
Result:
Funds are restored to the same gift card.
š§· Split Tender Refunds
Use this when a refund needs to be divided between two or more payment types (for example, part cash and part credit card).
Click the arrow to learn how to process split tender refunds
Click the arrow to learn how to process split tender refunds
Reverse items and click Checkout.
Confirm the correct customer is listed as Invoiced.
Check Add split tend.
Enter the first refund type and amount ā Add Payment.
Enter the next refund type and amount ā Add Payment.
Ensure Total Payments equals the negative total.
Click Process Checkout.
Refund lines appear separately on the invoice.
š§® Refunding Payments on Partially-Paid Invoices
Use this method when only the payment must be reversed and the invoice still has an outstanding balance. This action is done directly from the Invoice page.
Click the arrow to learn how to refund a payment on an invoice with a balance
Click the arrow to learn how to refund a payment on an invoice with a balance
š”Tip: You can leave part of the payment as an account credit
If you refund only part of the customerās original payment, the remaining amount stays on their account as credit, unless you choose to reverse the invoice items.
In the Add Payment box from the invoice, enter a negative amount (example:
-25.00).Click Add.
Click Checkout.
Select the correct refund method.
Complete the refund.
If remaining charges are not needed, reverse them or void the invoice.
š£ Note about open invoice balances
If the payment is removed but the invoice items remain, the invoice will stay open with a balance due. The customer can pay this later, including through their online account if online payments are enabled.
š Reference Transaction Refunds (CardConnect only)
Use this method when the customerās original credit card number is not stored and the payment was processed through CardConnect. Reference Transactions allow you to refund using the original Transaction ID without needing the customerās physical card.
Click the arrow to learn how to process a reference transaction refund
Click the arrow to learn how to process a reference transaction refund
š£ Authorization Required: Reference Transactions
Staff must have the Reference Transactions authorization enabled in their role to use this option. If this authorization is missing, the software will display a notice and block the action.
When to use this method:
Use a reference transaction refund when:
The customerās card number is not stored on file
The original payment was processed through CardConnect
You cannot select a saved card in the Card tab
You need to refund the customer without their physical card present
This method uses the original Transaction ID to process the refund.
š” Reference Transactions can issue refunds or additional charges
Enter a negative amount for a refund or a positive amount to charge the customer again if appropriate.
How to complete a reference transaction refund:
Open the customerās invoice
Locate the invoice that contains the original credit card payment.
Click the āRefā link next to the payment
This step:
Opens the Create Reference Transaction panel
Automatically fills in the Transaction ID
Ensures accuracy without copy and paste
Enter the refund amount
The amount field defaults to 0.00.
Update it to the correct negative amount.Example:
ā-145.00Add receipt and note options (optional)
Check Email invoice if you want to send a refund receipt
Enter comments if you want the note to appear on the invoice
Click Process
This sends the refund through CardConnect using the referenced transaction.
Important Notes
Available only for CardConnect.
Does not reverse invoice items. Reverse items separately if needed.
Refunds or charges appear as reference transaction entries on the invoice.
š” Pro Tips
ā ļø Verify settings before refunding
Double-check that authorizations, payment tabs, and invoice details are correct before reversing items or processing refunds.š§ Use clear, descriptive notes
Include a short note each time you issue a refund so other staff understand why the transaction occurred.š Check refund amounts carefully
Make sure negative amounts match the reversed items before completing the refund.š Choose the correct Check Type
Use Regular Check to reverse a customerās payment, Refund Check when issuing a facility check, and NSF Check for bounced payments.š§ Review choices before applying account credit
Account Credit is a one-click action. Make sure notes and receipt settings are correct before you apply it.š§½ Keep invoices clean
If an invoice is no longer needed, reverse the items or void the invoice to remove open balances.š§® Confirm totals in split tender scenarios
Ensure Total Payments equals the negative cart total before processing a split tender refund.š Use the Refund Report for verification
Use the Refund Report to review refunded amounts, payment types, dates, and staff entries. This report is helpful for reconciling daily activity or confirming that refunds were completed correctly.
ā Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Click the arrow to view frequently asked questions
Click the arrow to view frequently asked questions
What if I need to void a cash payment?
Click the arrow to see the answer
Click the arrow to see the answer
Cash cannot be voided. Reverse the invoice items, then process a negative cash refund from checkout.
Why do items need to be reversed before issuing refunds?
Click the arrow to see the answer
Click the arrow to see the answer
Reversals ensure the software maintains accurate item, payment, and accounting history for the invoice.
Why donāt I see certain refund options or tabs on the checkout screen?
Click the arrow to see the answer
Click the arrow to see the answer
Your role may be missing one or more required authorizations. An admin must update your permissions to enable these actions.
Can refunds be issued using a different payment method than the original payment?
Click the arrow to see the answer
Click the arrow to see the answer
Yes. Your facilityās refund policy determines which method you should use in each situation.
How should chargebacks be handled in the software?
Click the arrow to see the answer
Click the arrow to see the answer
A chargeback means the customerās bank removed the original payment. The software does not update the invoice automatically.
Steps to correct
Reverse the affected invoice items.
Use the NSF Check payment type to record the negative payment and enter a clear identifying check number such as 120325CB.
Add a note explaining the chargeback details.
Result
The invoice shows accurate payment history and any remaining balance owed.
Where can I review all refunds that have been issued?
Click the arrow to see the answer
Click the arrow to see the answer
You can use the Refund Report to view all refunds processed within a selected date range. The report includes refund amounts, payment types, notes, and the staff member who completed each refund. This is helpful when reconciling transactions or verifying that a refund was processed correctly.