When I try to reverse/return a gift card in the POS, I get an error message "Unable to issue refund. Operation Cancelled". The card has money on it. Why wont it work?


Hi dkncpa,

Make sure to update QuickBooks Point of Sale to the latest release to prevent any errors when processing a refund. Let me guide you with the steps.

  1. Go to the Downloads & Update web page.
  2. From the Select Product drop-down, choose QuickBooks Point of Sale.
  3. From the Select Edition drop-down, choose the appropriate edition.
  4. From the Select Version drop-down, choose the appropriate version or year.
  5. Select Search.
  6. Select Get the latest updates, then Save file to download update.
  7. When the download completes, double-click to install the file. You may need to restart Windows after the installation is complete.
  8. You can install manual updates across your network.

Once done, you create a return gift card receipt.

Here's how:

  1. From the Point of Sale menu, select New Return Receipt.
    Other ways of pulling up a return receipt:
    • Customer List. If you track customers, you can go back to the customer you are refunding the amount to by going to Customer > Customer list. Select the name of the customer then on select Accept Return from the blue buttons on the left side of the screen.
    • Sales History. Go to the sale by entering the receipt number on the search box. Select on the sales receipt then select Accept Return from the blue buttons on the left side of the screen.
    • Make a Sale. Select the Make a Sale icon on the Navigator page then select Accept Return from the blue buttons on the left side of the screen.
  2. List the returned merchandise using the same price at which the merchandise was purchased (from the original receipt). List returned quantities as positive numbers.
  3. On the Payment screen, move the refund amount to the Gift Card Purchase field and press Enter.
  4. Swipe the gift card or manually enter the card number.
  5. Point of Sale connects to the gift card servers and updates the card balance.
  6. Save/Print receipt.

I also have this article for more information about trade-in transactions: Create Trade-In Transactions In QuickBooks Desktop Point Of Sale.

Let us know if you have further questions. I'll make sure to get back to you.

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