---
title: "Dashboard Refunds | SpotOn Express"
canonical: "https://help.spoton.com/space/SK/5258903553/Dashboard%20Refunds%20%7C%20SpotOn%20Express"
format: markdown
---
## Overview
Issue a full refund for closed credit card order(s) directly from the SpotOn Dashboard — no support call required. **Dashboard ****Refunds** can be processed for orders up to 45 days old.
> ⚠️ **Only full order refunds are supported at this time.**
> ⚠️
> ⚠️ Currently, item-level, custom amount, and split payment refunds are not supported. These features are on the roadmap.
*For refunds from the POS (not Dashboard), see **[Refund | SpotOn Express (FOH)](https://help.spoton.com/space/SK/3617488931/Refund+%7C+SpotOn+Express+(FOH))**.* *For refunds on orders older than 45 days, contact SpotOn Support for a rekey request.*
---
**Quick Links **
> Macro (toc)
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## Before You Begin
To refund an order from the SpotOn Dashboard, it must meet **all** of the following criteria:
- The order is **Closed** on the POS (paid, tip adjusted if applicable, and closed — not just paid)
- Paid by **credit card** — cash and gift card payments cannot be refunded through Dashboard
- Paid with a **single payment method** — split payments are not eligible
- Processed in the last **45 days**
- Not already refunded from Dashboard or POS
- Not partially refunded from POS
- Not an Online Order
---
## Steps to Issue a Refund from Dashboard
1. Log in to the **SpotOn Dashboard** ([dashboard.spoton.com](https://dashboard.spoton.com))
2. In the left navigation, select **Reports** > **Order List**
3. Search by **Order #** or **Order ID** for the order to refund
4. Select the order > The Order Details will display > Click **Refund Order**
5. Review the refund details and **confirm**
6. Optional: after processing the refund, send a digital receipt to the customer via **Text** or **Email**
7. Select **Done** to return to the Order List
> ℹ️ The refund will process the full order amount back to the original credit card. Advise the customer to allow **7–10 business days** for the funds to reach their bank account.
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## Troubleshooting
> ℹ️ ### **The Refund Order button is not visible.**
> ℹ️
> ℹ️ ** **The order may not meet eligibility requirements.** **Common reasons:
> ℹ️
> ℹ️ - The order was paid with **multiple payment methods** (split payment)
> ℹ️ - The order was **already refunded** from the Dashboard or the POS
> ℹ️ - The order was **partially refunded** from the POS
> ℹ️ - The order was paid using **cash, gift card, or a custom tender**
> ℹ️ - The order is in **Paid/No Tip** status — it's paid but still awaiting tip adjustment and hasn't fully closed. Once the tip is adjusted and the order is closed on the POS, the button will appear.
> ℹ️ ### **I don’t have the Order # or Order ID.** **How do I find the order to refund?**
> ℹ️
> ℹ️ You can also search orders using the **last 4 digits of the credit card number **in the **Payments List** report.
> ℹ️
> ℹ️ 1. Log in to the **SpotOn Dashboard** ([dashboard.spoton.com](https://dashboard.spoton.com))
> ℹ️ 2. In the left navigation, select **Reports** > **Payments List**
> ℹ️ 3. **Search by the last 4 digits of the credit card number** to find the order to refund
> ℹ️ 4. Click the Order #** link** on the line item > The Order Details will display > click **Refund Order**
> ℹ️ 5. Review the refund details and **confirm**
> ℹ️ 6. Optional – After processing the refund, send a digital receipt to the customer via **Text** or **Email**
> ℹ️ 7. Select **Done** to return to the Payments List
> ℹ️ ### **I confirmed a refund but got a "Failed to process refund" error — what happened?**
> ℹ️
> ℹ️ This occurs when refunding the same amount to the same credit card as a recent refund.
> ℹ️
> ℹ️ The error may appear hours after the first refund is processed successfully.
> ℹ️
> ℹ️ To resolve this, contact SpotOn Support to submit a rekey for eligible transactions or wait and retry the refund later.
---
## What to Expect Post-Refund
| Action | Display |
| --- | --- |
| The original order in your Dashboard will be updated to show the refund details, including a link to Refund Details.
Additionally, a new line item for the refund will also appear in your order list.
Advise the customer to allow **7–10 business days** for the funds to reach their bank account. |  |
---
## Frequently Asked Questions
**What is the time frame limit for issuing a dashboard refund on a past transaction?**
You can refund any credit card order up to **45 days** from the original transaction date. Orders older than 45 days cannot be refunded through Dashboard — contact SpotOn Support, who can submit a refund rekey request for eligible transactions within 1 year of the authorization date.
**What is a "Closed" order?**
A Closed order has been paid, the tip has been adjusted (if applicable), and the order has been closed on the POS. The closed order does not need to be batched. Closed orders appear on the **Closed** tab in All Orders on the POS.
**Can I refund a cash or gift card payment from Dashboard?**
No. Dashboard Refunds only supports credit card transactions. Same-day cash refunds can be performed from the POS from the All Orders page, or you can offer the customer in-store credit. For more information about refunds from the POS, visit [Refund | SpotOn Express (FOH)](https://help.spoton.com/space/SK/3617488931/Refund+%7C+SpotOn+Express+(FOH)).
**Can I refund specific items or a custom dollar amount?** No. Currently, item-level and custom amount refunds are not supported. However, these features are on our roadmap for future updates.
**The Refund Order button isn't showing — why?**
The order may not meet eligibility requirements. Common reasons: the order is in Paid/No Tip status (not yet Closed), it was paid with multiple payment methods, it was already refunded, or it was partially refunded from the POS.
**How can I confirm a refund was successfully processed?**
Within 10 minutes, the original order in your Dashboard reports will update to show the refund details, and a new line item for the refund will appear in your order list.
**Can I print receipts from Dashboard?**
The Dashboard can issue receipts for Dashboard refunds. Reprints or exports for other orders from the SpotOn Express Dashboard are not supported.
**A customer is asking where their refund is. How long does it take?**
Advise your customers to allow up to **7–10 business days** for the refund to appear on their credit card statement.
**Can a refund be sent to a different card?**
No. Refunds can only be processed back to the original card used for payment.
---
**Related Articles**
- [Order List | Dashboard | SpotOn Express](https://help.spoton.com/space/SK/4609015809/Order+List+%7C+Dashboard+%7C+SpotOn+Express)
- [Payment List | Dashboard | SpotOn Express](https://help.spoton.com/space/SK/5332697195/Payment+List+%7C+Dashboard+%7C+SpotOn+Express)