Issuing a refund from the cash register (desktop)

A refund in the partner Zoyya web application on a computer depends on how the payment was processed. For cash, a card charged on the salon's POS device, or an IBAN payment, first cancel the original receipt in Zoyya and then return the actual funds outside Zoyya. For an online payment, Zoyya sends the refund request to the connected payment provider after the applicable action is completed.

Refunding a payment that was not processed online

This workflow applies to cash, a card charged on the salon's POS device, and an IBAN payment.

Find the original receipt

• For a standard receipt, open Receipts > Cash register > Receipt list and find the receipt that you are cancelling.
• For a gift card or service package, first open Programs > Gift cards and packages > Sales, find the item by its code, and review its details. Then find the original sales receipt under Receipts > Cash register > Receipt list.
• For a membership, open Memberships, select the client's membership, and find the period whose sale or renewal you are cancelling. Click View receipt next to that period.

Cancel the original receipt in Zoyya

1. Open the original receipt.
2. Click Refund.
3. On the cancellation screen, review the original receipt, its items, and the operator.
4. Select receipt email or printing options when needed.
5. Click Refund.
6. Wait for the Receipt successfully cancelled confirmation.

The original receipt receives the Cancelled status, and Zoyya creates a new cancellation receipt that records the reversal.

Return the funds through the original payment method

• Cash - return the amount to the client in cash.
• Card charged on the salon's POS device - process the refund on that POS device or through its provider.
• IBAN payment - return the amount by bank transfer.

Zoyya records the cancelled receipt but does not hand over cash, process a refund on an external POS device, or execute the bank transfer.

What happens to the related record

Gift card and service package

Cancelling the original sales receipt:

• changes the item from Active to Ready
• reverses the sale
• clears the start and end of its validity period
• prevents its remaining value or services from being used.

Gift cards and service packages use the same workflow. Manually changing their status is not part of the refund.

Membership

Cancelling the receipt cancels the exact membership period linked to the original receipt. The membership record and its other periods remain in the history, while the cancelled period is no longer used as an active or future period.

Refunding an online payment

Paid appointment prepayment

1. Open Calendar.
2. Open the appointment with the paid prepayment.
3. Select Cancel.
4. Enable Refund payment in the cancellation window.
5. Complete the cancellation details and confirm the appointment cancellation.

The Refund payment option is displayed for an appointment with a paid prepayment request. Confirming the cancellation sends the connected online payment provider a request to refund the full paid prepayment. After the provider confirms the refund, Zoyya records the refund and the related cancellation receipt.

Gift card or service package purchased online

1. Open Programs > Gift cards and packages > Sales.
2. Find the gift card or package by its code and open its details.
3. Review Usage activity.
4. Open Receipts > Cash register > Receipt list.
5. Find and open the original receipt used to sell the gift card or package.
6. Click Refund, review the prepared cancellation, and click Refund again.
7. Open Programs > Gift cards and packages > Sales again and find the same item under Ready.

Cancelling the original receipt reverses the gift card or service package sale and sends a request to refund the full amount of the linked online transaction.

Membership purchased online

1. Open Memberships.
2. Find and open the client's membership.
3. Find the membership period whose sale or renewal you are cancelling.
4. Click View receipt next to that period.
5. Click Refund in the original receipt details, review the prepared cancellation, and click Refund again.

Zoyya requests a refund of the full amount of the linked online transaction. It also cancels the membership period linked to that receipt, while the membership record and its other periods remain in the history.

Do not create an additional manual refund at the online payment provider because that could refund the same amount twice. An error message or an online refund that is not recorded requires review by Zoyya Support.

Connected

• Cancelling a receipt (desktop)
• Viewing issued receipts (desktop)
• How to check the status of issued gift cards and service packages
• How memberships work in Zoyya
• Prepayments - activation and use (desktop)
• Prepayments - settings (desktop)
• Setting up online payment (desktop)

Updated on: 29/07/2026