> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.zoyya.me/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # Issuing a refund from the cash register (desktop) A refund in the partner Zoyya web application on a computer depends on how the payment was processed. For cash, a card charged on the salon's POS device, or an IBAN payment, first cancel the original receipt in Zoyya and then return the actual funds outside Zoyya. For an online payment, Zoyya sends the refund request to the connected payment provider after the applicable action is completed. ## Refunding a payment that was not processed online This workflow applies to cash, a card charged on the salon's POS device, and an IBAN payment. ### Find the original receipt * For a standard receipt, open **Receipts > Cash register > Receipt list** and find the receipt that you are cancelling. * For a gift card or service package, first open **Programs > Gift cards and packages > Sales**, find the item by its code, and review its details. Then find the original sales receipt under **Receipts > Cash register > Receipt list**. * For a membership, open **Memberships**, select the client's membership, and find the period whose sale or renewal you are cancelling. Click **View receipt** next to that period. ### Cancel the original receipt in Zoyya 1. Open the original receipt. 2. Click **Refund**. 3. On the cancellation screen, review the original receipt, its items, and the operator. 4. Select receipt email or printing options when needed. 5. Click **Refund**. 6. Wait for the **Receipt successfully cancelled** confirmation. The original receipt receives the **Cancelled** status, and Zoyya creates a new cancellation receipt that records the reversal. ### Return the funds through the original payment method * **Cash** - return the amount to the client in cash. * **Card charged on the salon's POS device** - process the refund on that POS device or through its provider. * **IBAN payment** - return the amount by bank transfer. Zoyya records the cancelled receipt but does not hand over cash, process a refund on an external POS device, or execute the bank transfer. ### What happens to the related record #### Gift card and service package Cancelling the original sales receipt: * changes the item from **Active** to **Ready** * reverses the sale * clears the start and end of its validity period * prevents its remaining value or services from being used. Gift cards and service packages use the same workflow. Manually changing their status is not part of the refund. #### Membership Cancelling the receipt cancels the exact membership period linked to the original receipt. The membership record and its other periods remain in the history, while the cancelled period is no longer used as an active or future period. ## Refunding an online payment ### Paid appointment prepayment 1. Open **Calendar**. 2. Open the appointment with the paid prepayment. 3. Select **Cancel**. 4. Enable **Refund payment** in the cancellation window. 5. Complete the cancellation details and confirm the appointment cancellation. The **Refund payment** option is displayed for an appointment with a paid prepayment request. Confirming the cancellation sends the connected online payment provider a request to refund the full paid prepayment. After the provider confirms the refund, Zoyya records the refund and the related cancellation receipt. ### Gift card or service package purchased online 1. Open **Programs > Gift cards and packages > Sales**. 2. Find the gift card or package by its code and open its details. 3. Review **Usage activity**. 4. Open **Receipts > Cash register > Receipt list**. 5. Find and open the original receipt used to sell the gift card or package. 6. Click **Refund**, review the prepared cancellation, and click **Refund** again. 7. Open **Programs > Gift cards and packages > Sales** again and find the same item under **Ready**. Cancelling the original receipt reverses the gift card or service package sale and sends a request to refund the full amount of the linked online transaction. ### Membership purchased online 1. Open **Memberships**. 2. Find and open the client's membership. 3. Find the membership period whose sale or renewal you are cancelling. 4. Click **View receipt** next to that period. 5. Click **Refund** in the original receipt details, review the prepared cancellation, and click **Refund** again. Zoyya requests a refund of the full amount of the linked online transaction. It also cancels the membership period linked to that receipt, while the membership record and its other periods remain in the history. Do not create an additional manual refund at the online payment provider because that could refund the same amount twice. An error message or an online refund that is not recorded requires review by Zoyya Support. ## Connected * [Cancelling a receipt (desktop)](https://zoyya.crisp.help/en/article/cancelling-a-receipt-desktop-14l52oy/) * [Viewing issued receipts (desktop)](https://zoyya.crisp.help/en/article/viewing-issued-invoices-desktop-y9c5zv/) * [How to check the status of issued gift cards and service packages](https://zoyya.crisp.help/en/article/how-to-check-the-status-of-issued-gift-cards-and-service-packages-5n4g10/) * [How memberships work in Zoyya](https://zoyya.crisp.help/en/article/how-memberships-work-in-zoyya-7z0j2v/) * [Prepayments - activation and use (desktop)](https://zoyya.crisp.help/en/article/prepayments-setup-and-use-desktop-eweiho/) * [Prepayments - settings (desktop)](https://zoyya.crisp.help/en/article/prepayment-settings-desktop-ivncwt/) * [Setting up online payment (desktop)](https://zoyya.crisp.help/en/article/setting-up-online-payment-desktop-vjh3qe/)