Receipt Handling for Refunds and Cancellations

This article explains what happens to an e-receipt when a customer requests a refund after checkout, or when a mis-entered sale is voided. The receipt on the ReceiptRoller side is updated automatically in step with the refund processed on the POS side, but there are a few points to keep in mind operationally.

Basic flow

Process the refund or void on the POS — process the refund on the POS side as usual.
ReceiptRoller automatically receives the notification — when the refund webhook arrives from the POS, the status of the corresponding transaction is updated on the ReceiptRoller side.
Reflected on the customer's receipt — a "Refunded" or "Voided" label is added to the e-receipt the customer already received.
Members are notified — for customers eligible for automatic delivery, a refund-complete notification is sent through the original delivery channel (LINE / app / email).

Types of refunds and how they're displayed

Full refund — a "Refunded" badge is shown across the whole receipt, and a strikethrough line is added to the total amount.
Partial refund — a strikethrough line and a "Refunded" mark are added only to the refunded product line(s). The total amount is updated to the post-refund amount.
Transaction void (mis-entry) — the entire transaction becomes "Voided," and the receipt is displayed as if no sale had ever been recorded.

How the receipt appears to customers

Receipts received via LINE — the Flex Message itself stays as-is, but customers can check the latest status (post-refund) via the "詳細を見る" (View details) button inside the message.
Receipts saved in the app — the latest status is reflected each time the app is opened. The refund badge is shown automatically.
Receipts received via email — the email shows the receipt as it was when it was sent and is not updated. It has no link to a receipt page, so tell the customer about the refund at the counter or by email.
When redisplayed from a QR code — both the terminal QR and the transaction QR always show the receipt's latest status.

Points for staff to keep in mind

The refund on the POS is the single source of truth — refunds cannot be processed from the ReceiptRoller admin screen. Always process the refund on the POS side first; ReceiptRoller only reflects the result.
Refund webhook delay — depending on network conditions, a delay of a few seconds to a few tens of seconds can occur. If a customer says "it hasn't been refunded yet," wait about 5 minutes and check again.
If it isn't reflected — check the audit log to confirm the refund webhook was received. If it wasn't received, resend from the POS side, or manually sync from the transaction history.
Additional notification to members — a refund notification is sent automatically to customers eligible for automatic delivery. For non-member customers, notify them individually at the counter or by email.

History and reports

Searching refunded transactions — under "Stores" → "Transaction History," use the "Status: Refunded" filter to list only the refunded transactions.
Reflection in reports — sales reports total the post-refund amount. The original sale amount can still be referenced separately as "Total Sales."
Audit log — receipt of the refund webhook, the status update, and whether the customer notification succeeded are all recorded in the audit log.

Common cases

A customer says "my receipt is still the old one" — the body of a LINE or email message doesn't change. For a receipt delivered to them automatically on LINE, guide them to the latest status with the "詳細を見る" button in the message. An email receipt has no link, so confirm the refund with the customer directly.
Refunding again after a partial refund — partial refunds can be processed multiple times. The receipt is updated each time.
The transaction QR is disabled after a refund — for a full refund or transaction void, the unused transaction QR tied to that transaction is automatically disabled. Customers can no longer view the old receipt using a transaction QR they received beforehand.

Published: 2026-04-16 Updated: 2026-10-13