If a customer has a store balance—whether it's from a physical gift card, funds linked to their joe account, or money they uploaded at the register or online for your business—it is treated the same as cash, including for refunds. Any refunds for gift cards or store balances must be processed in-store at the register.

Note: If a customer has a VIP balance (the black card in their joe Wallet/app, which can only be used for order ahead) and requests a refund, please direct them to contact support@joe.coffee.

To refund the store gift card balance:

1. On the joe Point of Sale tap the Customer tab
2. Search for the customer by phone number or name using the search bar in the top right hand corner
   1. Note: Phone number is the easiest way to search in case the customer does not have a name connected to their account yet.

3. The customer's current balance will be listed on their customer card, tap Clear Balance
4. A refund pop-up window will open confirming the amount refunded, confirm by tapping the red Clear Balance button
5.  
6. Refund the customer's total amount from the cash till

Reporting

When cashing out a customer's gift card, the cleared balance will show on the cash till tab of the Point of Sale under the Cash Out category.

If you have any additional questions, reach out to your Account Manager at joe or email support@joe.coffee.