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Processing Refunds

Issue refunds for returns, order corrections, and customer satisfaction.

Overview​

There are two ways to reverse a transaction:

ActionWhen to UseProcessing TimeRequires
VoidSame day, before batch closesImmediateManager PIN
RefundAfter batch has closed3-5 business daysManager PIN
Void First

Always try to void before processing a refund. Voids are immediate and avoid the 3-5 business day wait for refunds to appear on the customer's statement.

Void vs. Refund​

When to Void​

  • Transaction was made today
  • Batch hasn't closed yet (typically midnight)
  • Full cancellation needed
  • Duplicate charge

When to Refund​

  • Transaction was from a previous day
  • Partial amount needs to be returned
  • Batch has already closed
  • Customer returning items

Processing a Void​

Use void for same-day transactions:

  1. Go to Transaction History
  2. Find the transaction (search by table, time, or amount)
  3. Tap the transaction
  4. Tap "Void Transaction"
  5. Select reason from list
  6. Enter manager PIN
  7. Confirm void

The authorization is released and customer won't be charged.

Processing a Refund​

For transactions after batch close:

Full Refund​

  1. Go to Transaction History
  2. Find the original transaction
  3. Tap "Refund"
  4. Select "Full Refund"
  5. Choose reason
  6. Enter manager PIN
  7. Confirm refund

Partial Refund​

  1. Go to Transaction History
  2. Find the original transaction
  3. Tap "Refund"
  4. Select "Partial Refund"
  5. Enter the refund amount
  6. Add note explaining which items (optional but recommended)
  7. Choose reason
  8. Enter manager PIN
  9. Confirm refund

Refund Reasons​

Select the most appropriate reason:

ReasonWhen to Use
Wrong item madeKitchen error, wrong dish
Food quality issueUndercooked, cold, not as described
Long wait timeExcessive delay on food/service
Customer changed mindOrdered but no longer wants it
Incorrect chargeWrong price, wrong item on check
Duplicate chargeCustomer charged twice
Manager compGoodwill, VIP treatment
OtherRequires explanation in notes

Accurate reason selection helps management identify and fix issues.

Refund by Payment Type​

Refunds return to the original payment method:

Payment TypeRefund MethodTimeline
Credit CardBack to card3-5 business days
Debit CardBack to card3-5 business days
CashCash from registerImmediate
Gift CardBack to gift cardImmediate
Mobile PayBack to app wallet1-3 business days

Cash Refunds​

For cash transactions:

  1. Process refund in system
  2. Remove cash from drawer
  3. Hand cash to customer
  4. Get customer signature if required

Manager Approval​

All voids and refunds require manager authorization:

Getting Approval​

  1. System prompts for manager PIN
  2. Find manager on duty
  3. Manager reviews the refund request
  4. Manager enters their PIN
  5. Refund processes

If Manager is Unavailable​

  1. Document the situation
  2. Ask customer to wait briefly
  3. Call backup manager
  4. If urgent, escalate to GM

Approval Limits​

Approval Required

All voids and refunds require manager authorization. Do not promise a refund to a customer before receiving manager approval.

AmountApproval Level
Under $25Shift manager
$25 - $100Floor manager
Over $100General manager
Over $500Owner notification

Your restaurant may have different thresholds.

Common Refund Scenarios​

Scenario: Wrong Order Served​

  1. Apologize to guest
  2. Offer to remake correct item
  3. If they decline, process refund for wrong item
  4. Document what happened

Scenario: Food Quality Complaint​

  1. Listen to customer concern
  2. Offer to remake or provide alternative
  3. If refused, comp the item
  4. Manager may offer additional goodwill

Scenario: Customer Disputes Charge​

  1. Review the original check
  2. Compare to their receipt
  3. If error found, process refund
  4. If no error, explain charges politely
  5. Escalate to manager if unresolved

Scenario: Duplicate Charge​

  1. Verify duplicate in transaction history
  2. Void the duplicate (if same day)
  3. Or refund the duplicate
  4. Apologize for the error
  5. Provide receipt showing correction

Scenario: Partial Meal Complaint​

  1. Determine which items had issues
  2. Calculate partial refund amount
  3. Process partial refund
  4. Document specific items refunded

Communicating with Customers​

Do Say​

  • "I apologize for the inconvenience"
  • "Let me take care of that for you"
  • "Your refund will be processed right away"
  • "You should see it back on your card in 3-5 business days"

Don't Say​

  • "It's not my fault"
  • "That's our policy"
  • "There's nothing I can do"
  • "You should have said something sooner"

Troubleshooting​

Refund Button Grayed Out​

Possible causes:

  • Transaction already refunded
  • You don't have refund permission
  • System processing previous request

Solution: Check transaction status or ask manager for help.

Can't Find Transaction​

Search tips:

  • Try different date ranges
  • Search by amount
  • Search by table number
  • Search by last 4 digits of card

Refund Declined​

Possible causes:

  • Card is closed/expired
  • Bank rejected refund
  • Exceeds daily limit

Solution: Offer alternative refund method (check, cash, gift card).

Customer Says Refund Not Received​

  1. Verify refund was processed (check status)
  2. Confirm correct card was refunded
  3. Remind them of 3-5 business day timeline
  4. Provide transaction ID for their bank
  5. Escalate to manager if over 7 days

Refund Policies​

Your restaurant may have specific policies:

PolicyTypical Rule
Time limitWithin 30 days of transaction
Receipt requiredDepends on amount
Manager overrideAlways available
Frequent refunder flagAfter 3+ in 30 days

Check with your manager for specific policies.

Voice Commands​

TaskSay
Start refund"Hey Maximus, refund table 7"
Void transaction"Hey Maximus, void last transaction"
Find transaction"Hey Maximus, find transaction for $47.50"
Check refund status"Hey Maximus, status of refund for table 12"
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