Introduction

The Split Refund functionality in POS allows authorised users to process refunds across multiple payment methods within a single transaction.

This provides flexibility when customers require their refund to be divided between cash, card, or external payment types, ensuring that refunds remain accurate and auditable even when the original payment cannot be returned to its original source.

This feature is particularly useful in scenarios where online payment methods are not supported for refunds, or where partial amounts need to be issued by different payment channels (e.g. part cash, part external refund).

By allowing refunds to be distributed safely across payment types, POS helps maintain smooth customer service and prevents delays in reimbursement, while still ensuring data accuracy in the Expian financial records.

Process Overview

• From the Membership Details screen, select the membership to be refunded.

• Click Cancel Membership under the Actions panel.

• A confirmation pop-up appears:
  'Are you sure you want to cancel this membership? Please keep in mind that this action is irreversible.'
• Click Confirm to proceed.
• The system automatically transitions to the Refund screen, displaying the Total to Be Refunded amount.

• Under Make Refund, select the refund method:
• Cash
• Contactless or Card
• External Payment
• Split Payment (for partial refunds using multiple methods)
• To process a split refund, choose Split Payment.

• Enter the specific refund amount(s) to allocate between each method.
• For example: £27.50 to Cash and £42.50 to External Payment.

• Once entered, click Done to confirm.
• The system prints a refund receipt, and the membership status updates to Cancelled.
  

Best Practices

• Always confirm the total refund amount before splitting between payment methods.
• Use Split Payment only when a single payment type cannot be used (e.g. partial cash/card refunds).
• Ensure all amounts entered in split fields sum exactly to the total refund value ,as POS will not finalise if there’s a remaining balance.
• Select External Payment only to record refunds handled outside the system (e.g. manual bank transfer).
• Once confirmed, cancellations and refunds are irreversible, so double-check all entries before submitting.
• Always print and retain the refund receipt for reconciliation and audit purposes.

Summary

The Split Refund feature allows operators to issue refunds across multiple payment methods within a single, controlled workflow.

By supporting partial refunds and flexible payment handling, it prevents processing bottlenecks, improves customer satisfaction, and ensures that every refund is accurately recorded against the membership record.

This functionality enhances POS efficiency and provides teams with a secure, compliant, and traceable way to manage refunds without compromising financial accuracy.