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“Remediation”: it is possible to select to either give the guest loyalty points (if loyalty is enable), a specific free item (Offer) or a refund (which can be full or partial)
“Reason”: you can select one of the following options:
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To configure the values to display in this field can follow the below process on the CMS tool: Platform configuration → Support → Remediation Reasons.  |
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“Comment”: additional information to justify the remediation being provided (this is an optional field)
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After click in the “Confirm” button, it is possible to check the order details.
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The order and payment status will change after the refund process depends of the remediation option selected:
Full Refund
Order Status - Refund Successful
Payment Status - Void Successful - sometimes Refund Successful
Partial Refund
Order Status - Refund Successful
Payment Status - Partial Refund Successful
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For a guest that dines in-restaurant with no registration in our mobile app/ website, if the guest wants to request a refund they need to go directly to the restaurant, show the receipt and ask for a refund for their in-store transaction. In case the guest is not able to return to the restaurant, they will need to contact the support team and the team may issue a free meal voucher, however in that case the guest needs to sign-up for an account. |
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There are two types of refunds:
Full Refund
Order Status - Refund Successful
Payment Status - Void Successful - sometimes Refund Successful
Partial Refund
Order Status - Refund Successful
Payment Status - Partial Refund Successful
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