1. Go to Settings > Kitchen Settings > Refund Reasons.
2. Click Add new (or click a reason's #ID in the Active / Inactive tabs to edit it).
3. Enter the Name (up to 100 characters, required) and set Is Active?.
4. Click Save — you return to the list.

Inactive reasons move to the Inactive tab and are no longer offered on refund screens. The list page also has a How to Create a Refund Reason video button. Requires the Edit Refund Reasons permission and a selected kitchen location.