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Toast Refund Flows

Online Orders

For Brands Using Toast Payments with Incentivio:

  • If the order was paid with a debit or credit card, process refunds directly through the Toast POS or Toasttab.com.
  • If the order was paid with a gift card, void the order in Toast and manually add the value back to the gift card through the gift card provider (either in Incentivio or on the third-party provider’s site).
  • For orders voided or refunded on the same day of purchase, loyalty points will not be awarded during nightly imports.
  • If the order is voided or refunded after the purchase date, manually remove loyalty points from the customer’s account as they will not be automatically deducted.

For Brands Using Incentivio Payments or Other Payment Processors:

  • Refund orders directly through the payment processor, not through the Toast POS or Toasttab.com. Void the order in Toast to maintain accurate reporting.
  • For orders voided on the same day of purchase, loyalty points will not be awarded during nightly imports.
  • If the order is voided after the date of purchase, loyalty points must be manually removed from the customer’s account.

In-Store Orders

  • In-store orders with an attached loyalty account that were paid using a debit or credit card can be voided or refunded in-store.
  • For orders voided or refunded on the same day of purchase, loyalty points will not be awarded during nightly imports.
  • If the order is voided or refunded after the purchase date, manually remove loyalty points from the customer’s account as they will not be automatically deducted.
  • If the order was paid with a gift card, void the order in Toast and manually add the value back to the gift card through the gift card provider (either in Incentivio or on the third-party provider’s site).

Scan to Pay (S2P) Orders

  • Scan to Pay orders must have the payment voided on the POS. These orders cannot be refunded through toasttab.com.
  • To void a paid order, select the Update button and then navigate to the overflow menu at the top right on the Quick Order screen. Select Void Order and void the payment. Select and confirm the amount to be voided. Reopen Orders Hub and select the Update button to void the order. The order is removed from the Orders Hub screen.

Refunding Gift Card Purchases or Adding Value

  • In-Store Gift Card Purchases: Refunds can be processed directly on the Toast POS. The value of the gift card must be manually removed through the Incentivio admin portal or the third-party gift card provider.
  • Online Gift Card Purchases: Refunds must be processed through the gift card pool account (e.g., Stripe, Incentivio Payments, Heartland). The value of the gift card must be manually removed through the Incentivio admin portal or the third-party gift card provider.
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