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Service method used.
If there’s a refund already processed, there’s a box saying either “Refunded” or “Partially refunded”
Refund status, if it is the case
Loyalty scans
Overall guest’s refund rate (important to track if the guest is requesting too many refunds)
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On the left side of the page, you can filter by the status of the order and order type to find the potential problem easier.
After searching for a guest you can view their orders and select a specific order for additional support (by clicking on a specific order - orange box with the date and time of the order). On the left side of the page, you can filter by the status of the order and order type to find the potential problem easier. Then, the user can access further details of that order, such as:
Customer name
Order time
Order status
Payment status
Delivery addres
Delivery status
Delivery ETA
RBI Order ID
Payment method
Receipt, with all items bought and respective prices
Remediation section, with detailed information on any refunds processed
Loyalty information: points earned and points redeemed
Store information (If a user clicks on the store - orange box with the store ID -, they are directed to the Stores tab from the side bar)
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Additionally, for delivery orders there are two extra cards displaying information about the driver and a timeline of delivery events:
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This feature is currently being released, and not available in all markets. |
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💰 How to issue a refund to a guest
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There are two types of refunds:
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In the “Cart” section, mark on all items that should be refunded and click on “Action”:
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Note: Once the Support Tool user has already issued a refund to a guest for a specific order, no further refund can be processed to that specific order through the Support Tool. |
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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. |