Overview
This article explains how refunds and cancellations are handled in the Lunchbox Admin Dashboard. It outlines when each action is allowed based on order status and payment timing, and provides step-by-step instructions for issuing full or partial refunds or canceling orders. It also highlights system limits, such as when an order can be canceled versus when a refund must be used.
Prerequisites
The order must be in the Complete status to issue a refund or a partial refund
Limitations
Refunds can only be processed 24 hours after the order is marked as Complete.
The option to Cancel an order is available if the order is not in the Complete status or if 24 hours have not yet passed since order completion.
Refunds cannot be processed on the same day the payment was captured.
For future orders that have not been sent to the POS, you will need to cancel the order instead, as the Refund button will not be available.
💡The instructions on how to find and view orders are in the Operate: Order Search (LB 2.0)
Refund Order
IMPORTANT NOTE: Please void orders in the POS to match accounting. The customer will also see this payment as "pending" on their bank account, and it will fall off their statement. They will receive an email notifying them of the cancellation.
To refund an order,
In the left-hand sidebar select Operate, and then Orders or Order Search
On the Orders page find your order and then select the three dots at the end of the line
Select the View Details button to get to order page
On the order page, locate the Refund button in the top right corner and select it
On the Refund page, select the Full Refund button in the top right and the amount in the Refunded amount field will appear
Enter the Refund reason
Select the Submit Refund button at the bottom
The pop-up will appear asking to confirm the refund. Select the Yes button to confirm
You will be taken back to the Order page where you can see the order has been refunded
Partial Refunds
For partial refunds, repeat steps 1 to 4. Once you get to the Refund page, you can continue with the partial refund:
Enter the partial refund amount or select the quantity of the items you want to refund
Enter the Refund Reason
Select the Submit Refund button at the bottom of the page
The pop-up will appear asking to confirm the refund. Select the Yes button to confirm
You will be taken back to the Order page where you can see the order has been partially refunded
Cancel Order
IMPORTANT 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.
The steps to cancel the order are very similar to refunding the order. After you find the order, select to view it. On you get to the order page,
Select the Cancel button in the top right corner
The pop-up will appear asking to confirm the refund. Select the Yes button to confirm
Reload the page and you'll see the order status is Canceled
