Gift Cards – Refund and Returns

First establish what is being returned: the gift card purchase itself, or goods paid for with a gift card. These flows affect the card differently.

Refunding the gift card purchase

The local gift card list has no Refund button. For a gift card sold in POS, start from the original purchase in POS order history.

1. Check the original receipt and current card balance/status under Admin → Marknadsföring → Presentkort → Presentkort.
2. Have a responsible manager assess the refund against the purchase terms and applicable rules, especially if the card has been used or bought online.
3. Open the original order in POS order history and choose the return action.
4. Check the scope and refund details. Select Nästa (Next), enter Anledning till återköp (Reason for return) and select Skapa returkvitto (Create return receipt).
5. Check both receipt and refund results.

Creating a return against the order that issued the gift card voids the issued card and sets its balance to zero. Do not treat a partially used gift card sale as an ordinary unrestricted amount refund without first reconciling what the guest has used and what should be returned.

Makulera (Void) in admin only blocks the card. It replaces neither the return receipt nor the refund. Admin-issued cards have no POS payment to refund through this flow.

Returning goods paid for with a gift card

Open the original order in order history and choose the return action. Select the full order or the goods and quantities being returned. Follow the two steps for scope and reason.

• For a full return, Vendion attempts to restore the original gift card payments to their respective cards.
• For a partial return with multiple payment methods, Återbetala till (Refund to) appears. If a gift card is selected, the partial return amount is credited to that card, subject to the amount refundable against its original payment. It is not automatically distributed proportionally across all payment methods.

For example, a 100 SEK item is returned from a mixed payment. Selecting Gift Card for the partial return attempts to credit 100 SEK there, not automatically the percentage represented by the gift card in the original payment.

Check that the refund succeeded

A return receipt may have been created even when the gift card or bank-card refund fails. Read all messages and check balance and payment results before confirming completion to the guest. A fully redeemed card can regain an active balance after a successful return.

Expired and void cards cannot receive the refund. POS shows the reason. Have a responsible manager decide and document another solution; do not create more return receipts or compensation cards without checking what already happened.

Supporting records

Keep the original receipt, return receipt, reason and details of how the refund was resolved. The return uses the original goods' VAT. See the gift card refund accounting guide for reconciling the liability and payment methods.