Refunds / Voids / Order Adjustments – Complete Troubleshooting Guide (Hana POS)

Overview

Refunds, voids, and order adjustments are financially sensitive operations and must be handled with precision and verification.

These actions directly impact:

• Revenue records
• Customer trust
• Payment reconciliation
• Chargeback risk

? Unlike standard order issues, mistakes here can result in:

• Double refunds
• Unreconciled transactions
• Customer disputes and escalations

Why This Matters (Support Context)

Payment-related actions are high-risk and irreversible in many cases.

? Key Insight:
Most issues arise due to:

• Confusion between void vs refund
• Attempting action at the wrong stage (before/after settlement)
• Partial vs full refund misunderstandings
• Sync delays between Hana POS and payment gateway

? Support agents must always:

• Validate before acting
• Never assume transaction state
• Guide step-by-step carefully

Common Symptoms Reported by Florists

Florists may report:

• “How do I refund this order?”
• “Void button is not working”
• “Refund is not showing in my account”
• “Customer was charged but order was cancelled”
• “Need to partially refund an order”

Root Cause Categories

1. Order Status Restrictions

• Completed vs Open orders behave differently
• Certain actions restricted based on status

2. Payment Gateway Limitations

• Void allowed only before settlement
• Refund required after settlement

3. Refund Type Confusion

• Full vs partial refund misunderstanding
• Incorrect amount entered

4. Sync / Delay Issues

• Delay between Hana POS and payment gateway
• Bank processing time

5. Incorrect Workflow Usage

• Attempting refund from wrong screen
• Skipping proper payment validation

Key Concept (Critical for Support)

Void vs Refund

• Void → Cancels a transaction before settlement (same day, usually instant reversal)
• Refund → Returns money after settlement (processed by bank, takes time)

? Golden Rule:
Always determine whether the transaction is settled or not before guiding the florist.

Step-by-Step Troubleshooting Process

⚠️ Never proceed without confirming payment and order status.

Step 1: Identify the Scenario (Critical First Step)

Ask:

“Is this order already completed, or was it just placed today?”

? Why this matters:

• Same-day → Likely Void
• Older/settled → Refund required

Step 2: Verify Payment Status

Check:

• Payment is captured or pending
• Payment method:
  • Card
  • Cash
  • Other

? Key Insight:
Only card transactions involve gateway processing delays.

Step 3: Perform the Correct Action

For Void (Same Day / Not Settled)

• Open the order
• Navigate to Payment Section
• Click Void Transaction
• Confirm action

? Result:
Transaction is cancelled immediately (no bank processing delay)

For Refund (Settled Transaction)

• Open the order
• Navigate to Payment Section
• Click Refund
• Enter:
  • Full or partial amount
• Confirm action

? Result:
Refund is initiated and processed via the bank

Step 4: Validate Transaction Completion

• Confirm status is updated in system
• Check transaction log/history

? Why this matters:
Ensures action was successfully recorded and processed.

Step 5: Set Correct Expectations

Inform florist:

“The refund has been initiated. It may take 3–5 business days to reflect in the customer’s account.”

? Important:
This avoids unnecessary follow-ups and confusion.

Critical Scenarios & Handling

Void Button Not Working

Possible causes:

• Transaction already settled

✅ Action:

• Proceed with refund instead

Refund Not Showing Immediately

Possible causes:

• Bank processing delay

✅ Action:

• Inform 3–5 business day timeline

Customer Charged but Order Cancelled

Possible causes:

• Payment processed but order not handled

✅ Action:

• Verify transaction
• Initiate refund if needed

Partial Refund Requirement

Possible causes:

• Order adjustment
• Product/service issue

✅ Action:

• Enter correct partial amount
• Confirm before processing

Duplicate Refund Risk

? High-risk scenario

Possible causes:

• Multiple attempts without verification

✅ Action:

• Always check transaction history before retrying

Best Practices for Support Agents

• ✅ Always confirm void vs refund first
• ✅ Verify payment status before action
• ✅ Double-check refund amount before processing
• ✅ Set clear expectations for refund timelines
• ❌ Do NOT process duplicate refunds
• ❌ Never assume transaction state without checking

Escalation Guidelines

Escalate ONLY IF:

• Refund processed but not reflected in payment gateway
• Transaction mismatch between Hana POS and gateway
• Multiple refund attempts failing
• System not allowing valid void/refund action

? Include in escalation:

• Order ID
• Transaction ID
• Payment method
• Action attempted (Void/Refund)
• Screenshots (if available)
• Steps already attempted

FAQ Section

Q1: Why can’t I void the transaction?

Because the transaction is already settled. A refund must be processed instead.

Q2: Why is the refund not showing immediately?

Refunds are processed by banks and typically take 3–5 business days.

Q3: Can I partially refund an order?

Yes, partial refunds are supported (depending on gateway configuration).

Q4: Can I reverse a refund?

No, once processed, refunds cannot be reversed.

Support Agent Script (Standardized)

Opening

“I understand you need to process a refund. I’ll guide you through it step by step.”

Clarification

“Was the order placed today or earlier? This helps us determine the correct option.”

Guidance

“If it’s a same-day transaction, we can void it. Otherwise, we’ll process a refund.”

Execution

“Let’s go ahead and complete that from the payment section.”

Expectation Setting

“The refund has been initiated and should reflect in the customer’s account shortly.”

Closure (Resolved)

“Everything is processed successfully.”

Closure (Escalation)

“Thanks for confirming. I’ll escalate this for further investigation.”