Refunding Guests (for Toast)

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Refunding Guests (Toast)

In this article, we'll discuss how to refund Lunchbox orders in Toast so that reporting matches up once you've performed a refund in the Lunchbox Admin Dashboard.

 

Feature Content

 

Toast Configuration for Refunding

The Restaurant Partner should first build an understanding of how to properly process refunds via Toast. There are two scenarios that determine how the item refund should be recorded, and it depends on the reasoning for refunding the item:

Scenario 1: The item was made and there was an issue (cold, made incorrectly). 

  • The item should be Comped

Scenario 2: The item was forgotten or canceled before made.

  • The item should be Voided

In the scenario where the whole order is being refunded, this follows the same rules:

  1. The order was made = Order should be Comped
  2. The order was canceled before being made = Order should be Voided

The reason for the distinction for Void and Comp comes down to inventory. If inventory has already been impacted, then the item should be comped instead of voided. 

  • voided item/order will cause inventory levels to return back to the state which they were at prior to the order being placed.
  • comped item/order will allow for inventory levels to remain impacted back the order.

 

Configuring for Void

Void is a functionality available in Toast by default, where both an item and an order can be voided. Toast offers the ability to set custom Void Reasons from the dashboard.

 

Step 1: From the Toast Dashboard, navigate to the Void Reasons page.

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Step 2: From this page, you can add custom Void Reasons. Some reasons we recommend:

  • Item Cancelled
  • Order Cancelled
  • Missing Item

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Configuring for Comp

Comp is functionality made available in Toast using Discounts; using a 100% off Item-based Discount or a 100% off Check-based Discount.

 

Step 1: To add a new discount, using the navigation layout on the left side of your screen, navigate to the Payments section in Toast's Dashboard. 

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Step 2: From the Comps and promos section, select Discounts and promo codes.

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Step 3: To create a Discount, select Add a Discount

 

Step 4: For creating the Item Comp discount, start by setting the name of the discount to Lunchbox - Item Comp

     Step a: Then, set the Discount Type to Fixed % Off with a value of 100%.

     Step b: Once this is complete, set the discount Applies to as Any item.

refundsync5.png

 

Step 5: Next, we need to ensure that the discount is only available to be used by Managers and that it doesn’t interfere with other Discounts set on the same check. Inside the Advanced Settings section, set the Permissions Level to Manager and check the box to Allow with other discounts.

refundsync6.png

 

Step 6: Next, we’re going to create another Comp discount, this time for Order Comp. Start by setting the name of the discount to Lunchbox - Order Comp

     Step a: Then set the Discount Type to Fixed % Off with a value of 100%.

     Step b: Once this is complete, set the discount Applies to as Entire Check.

     Step c: Repeat Step 5 for this Discount as well, setting the Permissions Level to Manager and check the box to Allow with other discounts.

refundsync7.png

 

Step 7 (Optional): Feel free to set Discount Reasons to the Discounts. Some example reasons could be Incorrectly MadeFood Burnt, or Missing Modifiers.

 

NOTE: You can learn more about creating and setting Discount Reasons here:

https://central.toasttab.com/s/article/Basic-Discount-Configuration#Discount_Reasons 

 

 

Toast: Same Day Refund (Partial and Full)

Step 1: Find the check in Toast using the order number (same as Lunchbox).

Step 2: From the Order screen - select the item or items to be removed by selecting the name of the item.

Step 3: Once the item or items are highlighted, select:
VOID if the item(s) were forgotten or canceled before being made 

-or- 

COMP if the item(s) were made and there was an issue (arrived cold, made incorrect, etc.) 

refundsync8.png

 

Step 4: For VOIDS, the item(s) will be marked out on the check above with the words VOIDED under Total.

     Step a: For COMPS, the item(s) will show the discount applied and show a $0 amount under Total.

refundsync9.png

 

Step 5: Once the item(s) have been voided or comped, we need to update the payment. Select Pay to update and adjust payment on the check being refunded.

 

NOTE: You can also Navigate to Previous Checks > Closed Checks and select the check that needs to be refunded. Once you select Pay, it will take you to the same screen mentioned above.

 

refundsync10.png

 

Step 6: Once on the Pay screen, select the payment that needs to be removed. The line will appear blue to indicate the payment that has been chosen. 

 

 

For Full Refunds

Step 7: On the Pay screen, select VOID to remove the payment for the check. 

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Step 8: This action cannot be undone, so as a safeguard against accidental payment voids, Toast will prompt the user to confirm the action before it is performed. 

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Step 9: Once the payment has been removed, you can select Close and the check will be refunded and closed.

 

Step 10: Once you have performed the refund in Toast, open up the Lunchbox Admin Dashboard, find the order and perform the refund, which will send an email to the guest letting them know that their order has been refunded.

 

 

For Partial Refunds

Step 7: On the Pay screen select VOID to remove the payment for the check, but remember the tip amount because you will need to re-enter it when closing out the check again. 

refundsync13.png

 

Step 8: After re-entering the tip amount, SAVE THE NEW TOTAL and close out the order to the Platform used (usually Lunchbox Delivery or Lunchbox Takeout).

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Step 9: Once the payment has been removed, you can select Close and the check will be refunded and closed.

Step 10: Once you have performed the refund in Toast, open up the Lunchbox Admin Dashboard, find the order and perform the refund, which will send an email to the guest letting them know that their order has been refunded.

 

 

Toast: Previous Day (or earlier) Refund

Step 1: Log into the Toast Backend and select Find Checks from either the POS or the Website (toasttab.com).

refundsync15.png

 

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Step 2: Easily locate a check by selecting one of five tabs to begin with the correct date and filter the search:

  1. Find by Check Number- The most efficient way to find any check, if you have the Check Number and Order Date or Range.
  2. Find by ID- Enter the Check, Order, or Payment Reference ID found in the Order Details on the check
  3. Find by Customer Info- Generally efficient for online, delivery, or takeout orders where the customer's information has been provided.
  4. Find by Credit Card- If the last 4 card digits of the payment method are known, this option will show any checks where that card has ever been used at your restaurant. This is very useful for handling a customer claiming they have been charged twice by seeing transaction history.
  5. Advanced Search- Search a selected check amount range and date or range to find the check. The employee/server responsible for the check can also be selected to filter results further.

 

Step 3: After finding the order, select the check by clicking the blue link, and selecting Re-open check:

refundsync17.png

 

Step 4: Once completed the order will show up on the front end of the POS under "Unpaid Checks", and you can follow the same steps as a same-day order to process the refund.

 

 

Processing Refunds in Lunchbox

The first thing to note is that for the guest to be properly refunded, it must be performed in the Lunchbox Admin Dashboard because that is where the payment is processed. 

Processing the refund in Toast is simply recommended to ensure that reporting matches up and checks are closed out properly on both ends.

Use the above-outlined steps in order to record your refund accurately in Toast. After recording your refund in Toast, process that refund in Lunchbox using the same order number.

Here are the steps for how you can process a Refund in the Lunchbox Dashboard:

 

Step 1: In the Lunchbox dashboard, navigate to Search For Orders. Here you will be able to search for the order you are looking for based on the order number, name, email, or phone number:

refund1.png

 

Step 2: Once you find your order and select it you will be able to see the order details. 

Step 3: Pressing the button labeled "Refund" will present the Payment Summary as well as a form to submit a refund for an order. Refunds can be made in partial or in full, and Lunchbox automatically calculates how much should be refunded in Loyalty and how much should be refunded back to the guest's card. Loyalty and Gift Card are always refunded before refunding money back to the guest's credit card. Refunds are processed in the following order (to make the refund transfer as clean as possible):

  1. Refundable Amount: Amount that would be refunded back to the guest's card
  2. Refundable Gift Card: Amount that would be refunded back to their profile's gift card total
  3. Refundable Loyalty: Amount of loyalty that would be refunded back to the guest's account. 

Step 4: Submit a refund by filling out the amount needed and pressing the "Process Refund" button: refund2.gif

 

Step 5: Confirm the refund by pressing “Yes” and the refund will show in red under the Sales Summary and the guest will automatically receive an email alerting them that their order has been refunded:

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Guest Experience

  1. The guest has an issue with an order and the restaurant decides to refund partially or entirely. 
  2. The guest receives an email as soon as the refund is executed in the Lunchbox Admin Dashboard. 
  3. The guest will see their refunded amount in 5-7 business days.

 

 

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