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Overview
This section describes where Where and how can support agents can issue a refund to a guest using the support tool. In this case, this feature return an amount of loyalty points considering each item. The calculation of the remediation points follow the Loyalty program configured in the platform.? Read this section to find out. 
Refund can be partial or full refunds, loyalty points refund, or assigning an offer to a guest.
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Note: If a full refund is issued in a market that has loyalty and the guest receives back the money they spent for that order, then the loyalty points the guest earned with that order will also be refunded. The loyalty points balance will be reversed to what it was before that order was placed. |
How can I issue a refund using the support tool?
To perform a refund, open the Order detail and click on the slide button on the Cart card. This button enable a checkbox for each item on the order.
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“Remediation”: it is possible to select to either give the guest loyalty points (if loyalty is enableenabled in the market), assign a specific item (Offeroffer to the guest (config 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 reasons to display in this field can follow the below process on the CMS toolin the support tool navigate to CMS tool (Sanity): Platform configuration → Support → Remediation Reasons.  |
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After click in the “Confirm” button, it is possible to check the order details.
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Order and Payment Status
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. |