Report Types:

Refund Report

Overview

The Refunds Report shows any transactions where a refund was issued. There will be times where a refund is appropriate, but too many refunds can indicate training issues and refunds are an opening for multiple methods of fraud. Using the Envysion Refunds Report you can easily see per location or employee how many refunds have occurred, the total amount refunded, and how refunds compare across your entire organization. 

When you see a location or employee you want to review in further detail you can easily drill-down to the receipt view and review transactions as needed.

As with all Envysion reports you can add in custom filters to pinpoint areas of concern, whether that be on specific tender types, refund amounts, refund transaction counts, or time of refunds. 

By Location/Employee Rollup

When you first access the Refunds Report you will see a location rollup with a summary of all voids. This lets you see at a high level the void behavior per location and how the locations compare to each other. Select any row to see the Employee rollup for that location. This lets you see how each employee contributed to the total for that location and drill into the Receipt Details to video from the transactions. 

COLUMN DEFINITIONS
  • Location: The name of the location.
  • Refund Amt: The total refund dollar amount against transactions in this set.
  • Refund Amt (%): The percentage of refunded dollars relative to the gross (pre-tax) sales. This percentage will adjust as filters will affect the refunded dollars, but not the gross sales.
  • Refund Trans Qty: The number of refund transactions for the set
  • Refund Trans Qty (%): The percentage of refunded transactions relative to all transactions.
  • Avg Refund Amt: The total refunded dollars divided by the total refunded transactions for this set.

By Location Rollup

This lets you see at a high level the void behavior per location and how the locations compare to each other. Unlike the By Location / Employee Rollup, drilling down into this rollup by clicking on a location will populate a list of all transactions matching any filter criteria at that location.

COLUMN DEFINITIONS
  • Location: The name of the location.
  • Refund Amt: The total refund dollar amount against transactions in this set.
  • Refund Amt (%): The percentage of refunded dollars relative to the gross (pre-tax) sales. This percentage will adjust as filters will affect the refunded dollars, but not the gross sales.
  • Refund Trans Qty: The number of refund transactions for the set
  • Refund Trans Qty (%): The percentage of refunded transactions relative to all transactions.
  • Avg Refund Amt: The total refunded dollars divided by the total refunded transactions for this set.

By Employee Rollup

This rollup will populate a summary of all employees across your assigned locations. This lets you see at a high level the void behavior per employee and how the employees compare to each other. Select a row to drill-down into the Receipt Details for that employee to watch video from the transactions.

COLUMN DEFINITIONS
  • Employee: The name or employee code of the employee.
  • Location: The name of the location.
  • Refund Amt: The total refund dollar amount against transactions in this set.
  • Refund Amt (%): The percentage of refunded dollars relative to the gross (pre-tax) sales. This percentage will adjust as filters will affect the refunded dollars, but not the gross sales.
  • Refund Trans Qty: The number of refund transactions for the set
  • Refund Trans Qty (%): The percentage of refunded transactions relative to all transactions.
  • Avg Refund Amt: The total refunded dollars divided by the total refunded transactions for this set.

Receipt Details

Select any row from one of the rollups to see the individual receipts for that specific location or employee. This allows you to view the transactions in detail and review video of the transaction.

COLUMN DEFINITIONS
  • Date: The end date and time of the transaction in the ‘yyyy-MM-ddTHH:mm:ss’ format.
  • Employee: The name or assigned employee code of the employee.
  • Reg #: The POS terminal the transaction was processed on.
  • Receipt #: The ID assigned to the transaction.
  • Transaction Amount: The net amount of the transaction.
  • Card Number: A portion of the credit card number, if used.

Tips

Which locations/employees should I take a closer look at?

  • When viewing the Refunds Report, the Refund Trans Qty sorted with the locations or employees with the most refunds on top. Select a row for one of these locations or employees to investigate further. 

What sort of activity should I be on the lookout for with refunds?

  • Cash Theft
  • Sales rung in as Refunds
    • Employees who ring in a refund instead of a sale create an overage that can later be taken
  • Partial Refunds
    • Refunds where only a portion of the refund amount is returned to the customer, creating an overage that can later be taken.
  • Falsified or Suspicious Refunds
    • Refunds that are not able to be reconciled.
    • Red Flags
      • Was the customer present for the refund, and did they receive their payment back?
      • Were there any matching sale transactions for the refund?
      • Time of Day the refund was completed.
      • Was the transaction a sale that was reopened and refunded, or a refund that was not directly tied to a sale?
  • Drawer Balancing
    • If the money goes to the safe or another till, why was the safe or till originally short?

What should I do when I identify fraud or suspicious activity?

When you find a transaction where an employee has committed fraud or other suspect activity has occurred the best course of action is to create an incident using Envysion Incident Management. See this article for information on creating an incident from a report. If you do not have access to Incident Management, select the scissor icon from the player to create a clip that can serve as evidence of the incident.

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