For information on refunding a payment made through Stripe Standard after you've switched to Stripe Custom, please scroll to the bottom of this article.
Refund Full Stripe Custom Payment through POS History
If a customer needs a full refund for their payment made through the Stripe Custom or Stripe Terminal, you can go to POS History to find the transaction and click Refund Invoice & Stripe Payment.
You can also navigate to the customer’s Invoice & Payment History and refund the complete payment with the Refund Invoice & Stripe Payment button.
This button will create a new invoice for the negative amount and will return the payment back to the card used for the transaction.
Refund a Stripe Standard Payment After Switching to Stripe Custom
If you've recently switched to Stripe Custom, there may be a time period where Stripe refunds from the Stripe Standard account will need to be refunded manually through the Stripe Standard dashboard. These would typically be for deposits and/or payments for events in the future that get canceled; this should only be an issue for a few weeks during the transition time.
If your staff attempts to refund an older payment that was made on your old Stripe Standard account RGP will throw an API 500 error. This means RGP cannot connect to your old Stripe account that took that payment to refund it.
These transactions will need to be manually refunded by logging into your old Stripe account at www.stripe.com, finding the transaction, and refunding there.
These refunds will need to be recorded in RGP POS as a refund, but check the box in the tender screen that it was refunded in the External/Manual Credit Card Mode.
You can add an optional transactional memo if desired.
This puts the money back on the customer's card used and records the refund in RGP.
Any new payments made from the switchover onward will be able to be refunded through RGP as usual.