This is the section 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 (if loyalty is enable), a specific item (Offer) 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)
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.