Refunds and Order Adjustments

Mistakes happen. A burger left the kitchen without bacon. A pickup got delayed an hour. A delivery never made it. Handle these well and the customer comes back. Handle them poorly and they tell ten friends.

Refund types

• Full refund — the whole order is returned.
• Partial refund — refund a single item, the delivery fee, or a custom amount.
• Comp instead of refund — a credit toward a future order.

Issuing a full refund

1. Open Orders, find the order.
2. Click Refund.
3. Pick Refund Full Order.
4. Optionally enter a reason for your records (only you see it).
5. Click Confirm Refund.

The money returns to the customer's original payment method. Card refunds typically appear in 3 to 5 business days. The customer gets an email confirmation.

Issuing a partial refund

You forgot the fries.

1. Open the order, click Refund.
2. Pick Refund Items.
3. Tick the fries.
4. Confirm.

We refund the line item plus the tax on that item, automatically.

Refunding a custom amount

For "the customer waited 45 minutes too long, I want to give them $10 back":

1. Open the order, click Refund.
2. Pick Custom Amount.
3. Enter the amount.
4. Confirm.

Comp instead of refund

A comp keeps the money but gives the customer a credit toward a future order.

1. Open the order, click Comp.
2. Enter the credit amount.
3. Save.

The customer gets an email with a one-time code worth that amount. The code applies automatically the next time they sign in.

Comps preserve cash flow and bring customers back. We recommend comps for service issues; refunds for product issues.

Editing an order before it is paid

Pay-in-person orders are not paid yet, so you can edit freely.

1. Open the order, click Edit Order.
2. Add or remove items, change quantities.
3. Save.

The new total updates and the customer sees it at handoff.

Adding to an already-paid order

The customer wants to add a drink.

1. Open the order, click Add Item.
2. Pick the item.
3. Save.

We charge the customer's saved card automatically for the addition. If they used a guest checkout (no saved card), they see a "complete payment" link in their order confirmation.

When a card refund fails

Rare, but it happens — closed card, expired card. If the refund fails:

1. The dashboard marks the order Refund pending.
2. Open it, click Try Again.
3. If it still fails, contact the customer and offer them a comp credit, a cash refund in person, or a check.

Refund and the original payment

Refunds always go to the original card. We cannot refund a credit card payment to a different card or to cash. This protects both you and the customer.

Disputing a chargeback

If a customer disputes a charge with their bank, you will get an email with the dispute number. Open Orders → Disputes to see active cases.

To win a dispute:

1. Open the dispute.
2. Click Submit Evidence.
3. Upload:
4. The order detail (we provide a PDF).
5. The pickup or delivery proof (signature, photo, or driver log).
6. Any messages between you and the customer.
7. Submit.

The bank decides within 60 to 90 days. We notify you of the outcome.

House rules for fewer disputes

• Confirm orders fast.
• Mark Picked Up or Delivered when actually handed off (this is your evidence).
• Reply to every customer message inside the order.
• Issue a refund or comp before the customer files a dispute. A small comp is cheaper than a chargeback fee.

Reports

Open Reports → Refunds. See refunds by week, average refund per order, and top refund reasons. If "missed item" tops the list, fix the bag check process.

Common mistakes

• Refunding without telling the customer. Always send a quick message inside the order.
• Full refund instead of partial. Costs you margin you did not need to give up.
• Refund the delivery fee too. Often forgotten. If the issue was a delivery problem, refund the fee.