Refunding with Tebi Payments
If a customer has paid by card with Tebi Payments, you can refund the payment directly to the card they used. The customer does not need to be present or tap their card on the terminal. You can refund up to and including the amount that was paid. This works for payments made through Tebi Payments and E-com payments.
Make a refund in the Tebi App
In the Menu (≡), go to Sales and open the Sales List view.
Select the day that contains the sale at the top of the screen.
Find the sale by scrolling or searching by customer/table name.
Tap the three dots next to the sale and select Correct sale.
Delete the product(s) to be refunded.
Press the red Refund button.
Select the payment method (Card or Cash) and confirm with Refund.
Important: Always use the Correct sale flow to process refunds. Do not use workarounds such as adding negative products or return lines — this will lead to incorrect administration. The correction flow ensures that refunds are properly recorded in your reports.
Video walkthrough: https://youtu.be/qpUp37WfjMY
Refund a QR order
When guests pay via QR ordering, they make iDEAL payments. To refund these, make sure the QR Payments payment method is enabled in your Back Office under Settings > Payments.
Find the sale in the Sales List.
Tap the three dots and select Correct Sale.
Delete the product(s) you want to refund.
Go to the Payment screen.
Choose Online Payment as the refund option. The payment, registered by Adyen, will be refunded after you confirm.
A guest placed a QR order but paid at the counter
If a guest ordered via QR but paid at the counter (by card or cash) instead of through the payment link, you may end up with two sales: the original QR order (still open) and a new sale where the payment was taken.
To resolve this, move the payment from the closed sale to the open QR order. You can also delete the products from the new sale and keep the QR order as the primary record. See The wrong sale was paid for (moving a payment) for step-by-step instructions.
Refund via Adyen Essentials
Use Adyen Essentials when you cannot process the refund through the Tebi App — for example, when the sale is already closed or the payment method is not available in the app.
Log in to the Tebi Back Office > Insights > Reports List > Payment Report.
Select the date and find the invoice using the last three digits of the Invoice ID.
Click on Sale receipt to verify you have the right invoice.
Copy the External ID of the correct payment (an invoice can have multiple payments, each with a unique External ID).
Log in to Adyen Essentials > Payments.
Search for the payment using the External ID.
Open the payment and enter the amount you want to refund.
Select Refund payment.
Tip: The refund amount will appear on your customer's account within a few business days. You can share the refund confirmation letter generated by Adyen with the customer as proof.
What happens in Tebi after an Adyen refund?
When you process a refund directly in Adyen Essentials, the money is returned to the customer — but the sale in Tebi is not automatically updated.
This means:
The sale may still show as open or display an outstanding amount.
Revenue in your Tebi reports is not automatically adjusted.
To resolve this, close the open sale manually in the Tebi App. See How can I close an open sale? for instructions.
Important: If the sale involved multiple payment methods (for example, part cash and part card), be careful not to refund more via Adyen than the card portion of the payment. If this happens, the refund may only partially succeed and the sale may remain open.
Find a Tebi sale using an Adyen payment reference
If you have a PSP reference from Adyen (for example from a payout report or CSV export) and need to find the matching sale in Tebi, you can look up the payment in Adyen Essentials using the PSP reference. From there, use the payment details to trace it back to the corresponding invoice in the Tebi Back Office Payment Report.
Adjust the tip amount on a sale
In the Menu (≡), go to Sales and open the Sales List view.
Select the day that contains the sale at the top of the screen.
Find the sale by scrolling or searching by customer/table name.
Tap the three dots next to the sale and select View payment.
Select Edit payment.
Tap the Tip amount field and enter the correct tip amount. This is the tip amount only — not the total including tip.
Press Save.
How long does a refund take?
The time it takes for a refund to reach your customer depends on the original payment method:
Card payments (Tebi Payments): refunds typically appear within a few business days, depending on the card issuer.
iDEAL / QR payments: refunds are processed through Adyen and usually arrive within 1–3 business days.
Reservation prepayments: the same timelines apply — the refund follows the original payment method (usually iDEAL).
You can share the refund confirmation letter from Adyen Essentials with the customer as proof that the refund has been submitted.
Can I cancel a refund?
No. Once a refund has been initiated — whether through the Tebi App or Adyen Essentials — it is processed immediately and cannot be reversed.
If a refund was made by mistake, the only way to recover the amount is to create a new sale and charge the customer again.
A customer was undercharged — can I add products after checkout?
It is not possible to add products to a sale that has already been closed. If a customer was undercharged or a product was left off the bill:
Create a new sale for the missing product(s).
Charge the customer for the new sale.
Can I refund to a different payment method than the original?
No. A refund is always returned to the same payment method that was used for the original transaction. If the customer paid by card, the refund goes back to their card. If they paid cash, the refund is given in cash.
It is not possible to cross-refund between payment methods (for example, refunding a card payment in cash through the system).
What happens when I correct a sale?
When you use Correct sale to remove products and issue a refund, the correction is recorded on today's date — not on the original sale date. The original invoice is not changed. Instead, the non-discounted amount is reopened and refunded.
For example: if a sale was made on 28 October and you correct it on 3 November, the adjustment will appear on 3 November. This keeps reporting transparent and consistent for your bookkeeping.
Note: It is not possible to edit or change past revenue in Tebi.
Troubleshooting
I can't see the three dots or "Correct sale" option
If the three dots menu does not appear next to a sale, or the Correct sale option is not available, check the following:
The sale may still be open. Close the sale first, then try again.
Your user role may not have permission to make corrections. Ask your admin to check your role settings.
Possible reasons you can't make a refund in Adyen Essentials
No refund rights: Your user role doesn't have the Merchant manage payments permission. Ask your admin to assign this role.
Unsupported payment method: Not all payment methods support refunds. See the overview of payment methods in Adyen.
Payment not yet captured: A payment must be in SentForSettle or Settled status before it can be refunded. Read more on payment statuses in Adyen.
Invalid bank details: This can happen with some online banking methods like Sofort. Check the IBAN versus the issuerCountry for mismatches.
Refund limit reached: You may have reached the maximum number of refunds for this payment method.
RefundFailed status: If your refund received a RefundFailed status, check Adyen's documentation on why refunds fail.
Need more help?
If you can't resolve a refund issue with the steps above, reach out to Tebi Support. To help us investigate quickly, please include:
The specific sale — share the sale number, date, and table or customer name.
What happened — describe what you did step by step: what did you tap, which option did you select, which payment method did you choose?
What you expected — what should have happened?
What actually happened — what did you see instead? Include any error messages or screenshots if possible.