How to log a manual refund in the back office (cash, cheque or bank transfer)
Last updated: October 16, 2026
This guide shows you how to record a refund in the back office when the original payment was made outside an online card transaction, for example by cash, cheque, bank transfer, or an Over-the-Counter payment. A manual refund logs the refund in the order's transaction history and in your reports.
Important: A manual refund does not send any money to the customer. You return the funds yourself (for example, handing back cash or making a bank transfer), and the manual refund records it in VenueSumo.
Check the original payment type first
Before issuing any refund, open the order's Transactions tab and check how the customer originally paid. Each payment type is refunded differently:
Original payment | How to refund |
|---|---|
Online card payment (booking site, live payment link or payment link) | |
Cash, cheque, bank transfer or Over-the-Counter | Manual refund (this article) |
Card payment taken on a POS payment terminal |
Steps
Open the order (View Order) and go to the Transactions tab.
Click Manual Refund.
Enter the refund amount.
Select the payment type that was originally used, such as cash.
Add a reason for the refund.
Click Add Refund.
Verify it worked
The refund appears as a new line on the Transactions tab, and the order balance updates. The refund is included in your reporting.
Tip: Enter the exact amount refunded so your reports stay accurate.