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# Refunds in the Cash register (mobile)

The correct refund flow depends on how the money was charged. For cash, an external POS terminal or an IBAN payment, cancel the original Zoyya receipt and return the money through the original payment channel. For an online payment, the applicable Zoyya action sends the refund request to the connected payment provider.

## Payment not processed online

1. On the bottom bar, tap **Cash register** and under **Cash register** tap **Receipt list**.
2. Open the original receipt and tap **Cancel**.
3. Review the cancellation receipt and confirm **Cancel**.
4. Return cash in cash, refund an external card payment on that POS system, or return an IBAN payment by bank transfer.

Zoyya records the cancellation but cannot physically return cash, initiate a refund on an unrelated POS terminal or make a bank transfer.

### Gift cards and service packages

Cancelling the original sales receipt reverses the sale, changes the record from **Active** to **In preparation**, removes its validity period and prevents the remaining value or services from being used.

### Memberships

Cancelling the original receipt cancels the membership period linked to that receipt. The membership record and its other periods remain in the history.

## Online payments

### Paid appointment prepayment

Open the paid appointment in **Calendar**, tap **Cancel**, enable **Refund prepayment**, complete the cancellation details and confirm. Zoyya requests a full refund from the connected online payment provider and records the related cancellation receipt after confirmation.

### Online gift card or service package

Open **Main menu**. Under **Sales and loyalty**, expand **Gift cards and packages** and tap **Sales**. Check the record and its usage, then open the original sales receipt in **Cash register > Receipt list** and cancel it. Zoyya reverses the sale and requests a refund of the connected online transaction.

### Online membership

Open **Main menu > Sales and loyalty > Memberships**, open the relevant membership period and its original receipt, then cancel the receipt. Zoyya requests the refund and cancels the linked period while retaining the membership history.

|| Important: Do not initiate an additional manual refund at the online provider after Zoyya has sent the refund request, as that could return the amount twice. Contact Zoyya Support if the online refund fails or is not recorded.