Cancellations start on the order itself. Open Orders, find the order, and select More. Refunds are for Admin users only.
Which options you see
The menu changes depending on how the order was paid.
Paid online. You get Cancel Order & Refund. Plain Cancel Order is hidden, so you can't cancel a prepaid order without dealing with the money.
Paid at the counter, marked paid · cash or paid · card. You also get Cancel Order & Refund, but nothing goes back to the customer automatically. The confirmation says where the money comes from: "The money comes out of the till.", "Refund it on your card terminal." or "Refund it the way they paid."
Not paid yet, or a $0 order. You get Cancel Order. The refund options are hidden, because there is nothing to refund.
Cancel and refund
- More → Cancel Order & Refund.
- Confirm at "Cancel and refund order #NNNN?"
For an order paid online, the order is cancelled and the full amount goes back to the card. For an order paid at the counter, the refund is recorded and a notice tells you what to do, for example "Give the customer $12.50 from the till." It stays on screen until you close it.
Refund part of an order
Partial refunds are made from Reports:
- Open Reports, then Transactions in the left-hand list.
- Find the transaction, then select Actions on its row.
- Select Partial Refund. The prompt Partial refund for order #NNNN opens with the total in the Amount: box.
- Change the amount to the part you are refunding and select Refund.
The order keeps its current status. A partial refund does not cancel it.
Cancel without a refund
- More → Cancel Order.
- Confirm at "Cancel order #NNNN?"
Customer No Show
More → Customer No Show cancels the order and records the reason. For a paid order the confirmation spells out the consequence: "Cancel order #NNNN and mark customer as a no-show? (NO REFUND will be processed)". For an unpaid order that warning is left off, because there was no payment to keep.
Refunding an order that has already been completed
Once an order has left the Orders screen, refund it from Reports → Transactions:
- Open Reports, then Transactions in the left-hand list.
- Find the transaction. The table shows the date and time, transaction ID, order ID, customer, amount, source and status.
- Select Actions on its row.
- Choose Cancel Order & Refund, Full Refund or Partial Refund.
Transactions is an admin-only report.
Orders paid by EFTPOS on the POS or a kiosk
A card refund is made on the terminal, so the customer must be there to tap or swipe their card.
- POS orders are refunded on the POS. See Refund or cancel an order on the POS.
- Kiosk orders are refunded at the kiosk, in manager mode. See Refund a card payment at the kiosk.
From the merchant portal:
- Linkly pinpad. The refund options above still work. The refund starts on the pinpad that took the payment, and the customer taps or swipes their card there to complete it. If it fails, the portal says "The refund didn't go through on the terminal, so nothing was refunded" and the order is left as it was.
- Tyro terminal. The portal can't send the refund. Partial Refund shows "This payment was taken on the Eftpos terminal and must be refunded there. Use the kiosk or POS to refund the customer's card." Cancel Order & Refund cancels the order but warns "The customer has NOT been refunded - refund their card on the kiosk or POS terminal." Refund it on the POS or kiosk that took it, with the customer there.