Manual Refunds

Please note that following the instructions below will not automatically issue a refund via credit card to the guest unless you are an AuraPay user within your first 6 months of launch. You should use this feature for:

• If the guest originally paid by credit credit card but you want to refund the guest via cash, check or other. 
• Non AuraPay Users: If you issued a refund on the terminal directly in a non integrated mode (ie SPIN Bypass) and want to capture the refund in Aura for reporting purposes to ensure that your terminal batch total and Aura sales report align at the end of the day.
• AuraPay Users: If the credit card sale was run prior to your switch to AuraPay, you are within your first 6 months of launching AuraPay and you need to refund the guest via credit card.

For all other refunds, please reference this article.

To proceed with a manual refund, please follow the steps below:

1. Go to the "Menu".

2. Select "Transactions".

2.  Click the "+" button to create a New Refund. 

3. Complete the ticket criteria: 

NOTE: If the 'RC (Return Commission)' box is checked, the chosen employee will have money deducted from their following payroll if they are set to receive commission on that product or service.

1. Select a customer
2. Add a service and stylist
3. Add retail and check the 'Restock' box if restocking product
4. Select reason
5. Select refund type

4. If the refund is via cash, check or other, then select the applicable pay type and click "Issue Refund". 

Non-AuraPay Users: First, issue the refund to the guest's credit card via SPIN Bypass on the terminal. Then, in Aura, select the card brand from the "Refund Type" dropdown to ensure that your terminal's batch total and Aura sale report match at the end of the day. 

AuraPay Users: If the refund is via card, first, verify the guest has a credit card uploaded to their profile under “Payment Methods”. Then, choose “Express Pay (last 4 digits of card number)” from the “Refund Type" dropdown on the refund screen, which will refund the customer’s card on file.

Please note that unlinked refunds to the user's credit card is only available for the first 6 months after launch (unless you request an extension). This feature should only be used if the original sale was not processed using AuraPay. If the transaction was originally processed via AuraPay, we recommend this article. 

4. Manual refunds are noted in the refund report under "Manual".

5. Within the transactions page, manual refunds will have a red asterisk next to the "Pay Type".