Open "Shift orders" and find the order
At the top of the sell screen, press "Shift orders". The list holds the shift’s orders on Hensa plus any still waiting on the device; those show "Not sent".
Type the start of the receipt number (for example "Q1-") or the exact total. Online you can find orders from every counter of the same location over the last 30 days; offline the device only filters the orders it holds.
Refunding part or all of an order
Open the order and press "Refund". Type the "Refund amount" or press "Refund everything"; the device won’t go above what "Can still be refunded". Choose how to refund, pick a reason (such as "Wrong item made" or "Customer changed their mind"), then press "Next – manager approval" for a manager to enter their PIN.
A reason is required, so at the end of the day the owner can see why money left the drawer.
Three ways to refund – the difference is the drawer
"Cash at the counter": take the money from the drawer and hand it over now; the drawer goes down by that amount. The device says "Give the customer … in cash."
"Already transferred back": only when you have already sent the money back with a banking app, outside Hensa. The drawer doesn’t change.
"Owner transfers it back later": the drawer doesn’t change and Hensa reminds the owner to send the money back. The device shows "Refund recorded: …", because the customer doesn’t have it yet; in the order details it reads "not sent yet". In the Dashboard the owner gets a "Refund to send" task under To do; after sending the money from a banking app they press "Sent" on the order.
Cancelling a whole order
If the customer doesn’t want it any more, press "Cancel order" in the order details. Cash goes back from the drawer; anything paid by QR becomes a transfer the owner sends back later. It also needs a reason and a manager PIN.
If you are taking cash, the customer has already transferred part of it and then decides not to buy, the payment screen has a "Cancel & refund" button for exactly that.
It needs a connection – and don’t press it twice
Refunds and cancels need a connection, because the manager approves through Hensa. Offline, the device says "Refunds and cancels need a connection". An order that is still "Not sent" has to reach Hensa first, too.
If the connection drops or the app closes right after approval, leave it: the device sends it again by itself and never refunds twice. The order shows "Sending" with "Don’t do it again." An approval is valid for 60 seconds; after that the device shows "Needs a manager again" and a manager presses "Approve again".