Content
Overview
Where and how can support agents issue a refund to a guest using the support tool? This section will go over this information.
Note: If a refund is issued in a market that has loyalty, this means that the loyalty points will also be refunded back to the guest. 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.
After select the itens, click on the “+ Action“ button and fill out the popup form.
“Remediation”: it is possible to select to either give the guest loyalty points (if loyalty is enabled in the market), assign a specific offer to the guest (config offer) or a refund (which can be full or partial)
“Reason”: you can select one of the following options:
To configure the reasons to display in this field in the support tool navigate to CMS tool (Sanity): Platform configuration → Support → Remediation Reasons.
“Comment”: additional information to justify the remediation being provided (this is an optional field)
After click in the “Confirm” button, it is possible to check the order details.
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
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.