🧐 Overview

Presents all the guest’s order history, including:

• 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)

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 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)

💰 How to issue a refund to a guest

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

In the “Cart” section, mark on all items that should be refunded and click on “Action”:

Then, you’ll have to fill the following fields:

• “Remediation”: you can select to either give the guest loyalty points, a specific free item or a refund (which can be full or partial)

• “Reason”: you can select one of the following options:

• “Comment”: additional information to justify the remediation being provided (this is an optional field)