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 the Tebi Back Office
To refund a payment through the Back Office:
1. Log in to the Tebi Back Office > Payments > Transactions.
2. Search for the payment using the date and time, and/or the PSP reference (for example, one linked to the relevant reservation).
3. Click on the payment to open it.
4. Select Refund and enter the amount you want to refund.
Tip: The refund amount will appear on your customer's account within a few business days.
When to use Back Office refunds vs. the App
Refunding via Back Office > Payments > Transactions should only be used for payments that are not linked to a sale, for example, a reservation deposit/prepayment.
If you refund a payment from the Back Office that is linked to a sale, that sale will reopen. This happens because, from the system's perspective, it now looks like there's no payment covering the products that were sold and rung up, even though those products are still on the sale.
So:
- Referenced payment (linked to a sale): don't refund via the Back Office. Refund it from the Tebi App instead, using the normal Correct Sale / refund flow.
- Unreferenced payment (not linked to a sale, e.g. a reservation deposit): refund it via Back Office > Payments > Transactions.
Important: If the sale involved multiple payment methods (for example, part cash and part card), be careful not to refund more via this route 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 a PSP reference
If you have a PSP reference (for example from a payout report or CSV export) and need to find the matching sale in Tebi, search for it directly in Back Office > Payments > Transactions using that PSP reference, then trace it back to the corresponding invoice/sale from there.
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 with the customer as proof that the refund has been submitted. Ask [email protected] to download and send this letter to you.
Can I cancel a refund?
No. Once a refund has been initiated - whether through the Tebi App or the Back Office - 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
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.