Besides running a report, you can also look up individual orders from the Reports Tab. This article will provide instructions for how you can access an order by Order ID or External Order ID (POS Order ID) and also issue a refund if needed.

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Using Order Search allows you to zoom in on one specific order. This can provide you detailed information about one order that can help with status, guest information, service type, promise time, and refunds. Instead of having to filter through a report of orders over a date range, you’re able to get more granular information populated right away. Order Search information will populate in the same format as other reports. Meaning, it will populate as another tab and you will be able to print and download it as an Excel/CSV.

To view a copy of a specific order, from the Reports Tab:

Step 1: Enter the order # in the Order ID field

Step 2: Click Get Order and you will be taken to the orders page

Step 3: Click on the order number to view a copy of the receipt

To view a copy of a specific order with an external order # (POS Order ID), from the Reports Tab:

Step 1: Enter the order # in the Order ID field

Step 2: Click Get Order and you will be taken to the orders page

Step 3: Click on the order number to view a copy of the receipt

To view a copy of a specific order using a 3rd party provider order # (Grubhub, EatOutIn, Postmates, etc), from the Reports Tab:

Step 1: Enter the 3rd party provider’s order # in the Provider Order ID field

Step 2: Click Get Order and you will be taken to the orders page for that specific order

Step 3: Click on the order number to view a copy of the receipt

Note: Looking up an order by Provider Order ID is only available for chains that offer 3rd party services through our site.

To view a copy of a specific order that is associated with a survey response, from the Reports Tab:

Step 1: Enter the token number found on the survey response in the Survey Token field

Step 2: Click Get Order and you will be taken to the orders page

Step 3: Click on the order number to view a copy of the receipt

Note: Looking up an order by Survey Token is only available for chains that offer online surveys through our site.

You have two available options when it comes to issuing refunds. You can refund the entire order or only refund specific items from the order. Refunds may also be issued using the Order Detail Tab

To issue a refund for an order, from the Reports Tab:

Step 1: Search for the specific order that you wish to refund

Step 2: If the order is able to be refunded, click the Refund link to the left of the order number, in the first column. If there is no Refund link, please check the following:

Step 3: The refund page will be displayed and, from here, you can issue a full refund by clicking the ‘Full Refund’ button.

To issue a refund for only certain item(s) on an order, from the Reports Tab:

Step 1: Search for the specific order that you wish to refund

Step 2: If the order is able to be refunded, click the Refund link to the left of the order number, in the first column. If there is no Refund link, please check the following:

Step 3: The refund page will be displayed and, from here, you have two options:

Note: For step-by-step refund instructions, please see Cancel or Refund Order