Cancelling & Refunding Orders in the New 2.0 Dashboard
Limitation
NOTE: Orders can be canceled before they are sent to the POS or on the same day. To refund an order, wait until the following day after the batch has been processed and sent to the Payment Processor.
Access the Admin Dashboard
Step 1: From your Ordering URL, click on Jump To Admin
Step 2: Click on Order Search
Step 3: Search for the order by Order ID, POS Order ID, First Name, Last Name, Email, Phone and/or Status
Cancelling Orders
Orders can be canceled before they are sent to the POS or on the same day. To refund an order, wait until the following day after the batch has been processed and sent to the Payment Processor.
Step 1: Search for Order
In this example, we'll use Order ID
Step 2: Type in the Filter
Step 3: Click on Apply Filters
Step 4: When the order populates, click on the View More Actions icon
Step 5: Click on View Details
Step 6: Click on Cancel Order
Step 7: Click on Yes to confirm the Cancelation
Step 8: You can now see this cancelation in Payment Info, Order History, Payment History & Email History
Note: Be sure to comp or void this order in the POS to match accounting. The customer will also see this payment as "pending" and it will fall off their statement. They will receive an email notifying them of the cancellation.
Refunding Orders
In this example, we'll use Order ID
Step 1: Search for Order
Step 2: Type in the Filter
Step 3: Click on Apply Filters
Step 4: When the order populates, click on the View More Actions icon
Step 5: Click on View Details
Step 6: Click on Refund
Step 7: On the Refund screen, choose what you would like to refund
Note: You can refund the Full Amount, Partial Amount, or Specific Items (and modifiers), and you have to enter a Refund Reason before submitting the Refund.
Step 8: Select your Refund
In this example, we'll refund a specific item
Step 9: Enter a Refund Reason
Step 10: Click on Submit Refund
Step 11: Click on Yes to confirm the Refund
Step 12: You can now see this refund in Payment Info, Order History, Payment History & Email History
Note: Be sure to comp or void this order in the POS to match accounting. The customer will also see this payment fall off of their statement in 3-4 business days and they will receive an email notifying them of the refund.
