To configure the values to display in this field can follow the below process on the CMS tool: Platform configuration → Support → Remediation Reasons.
This is the sector where the support agent can issue a refund to a guest. 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.
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, a specific free item or a refund (which can be full or partial)
“Reason”: you can select one of the following options:
To configure the values to display in this field can follow the below process on the CMS tool: Platform configuration → Support → Remediation Reasons. |
“Comment”: additional information to justify the remediation being provided (this is an optional field)
Note: Once the support agent 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. |
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. |
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