How do I refund orders/customers?

Summary 

• You can refund customer orders through the order monitor. Refunding orders through the back-office will refund the customer but will NOT process a refund on the POS.
• You must manually process refunds on the POS for it to reflect in your POS reporting.
• Refunds will be reflected in back-office reports.

Refunding orders

1. Go to the Order Monitor tab

2. Select Brand and Location from the dropdown menus

3. Orders for the current date will load

4. Navigate to the customer order

5. Click the more button

6. Click on Payments
   
   
   
   
   

7. Click Refund Options button
   
   
   
   
8. Click Refund full payment to refund the total order payment or click Refund amount to refund any amount different than the total order payment
   
   
   
   

   • Refund Full payment- If you select refund full payment, you cannot edit the amount of the refund
     
     
     
     

   • Refund amount - If you select refund amount, you can enter any amount equal or less than the order total
     
     
     
     

9. Click Refund button

10. Confirm Refund
    
    
    
    
    

11. When refund is processed, you will see the date and time of refund and who processed it
    
    
    
    
    
12. The order status will also change to Refunded
    
    

Kiosk Orders

Refunds recorded through the back office for kiosks are for reporting purposes only. The Order Monitor will not refund the payment as there is no card information available to us. Kiosk orders must be refunded in person with a physical card.