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Depending on your restaurant policy, you might need to refund a customer's payment under a wide variety of scenarios. By refunding orders in a prompt and professional way, you show your commitment to customer service and might encourage the customer to order again in the future.
Payment Gateways with Online Refund Integration
The online refund function is only available for the payment gateways listed below.
Things to Note with Online Refunds
For payment gateways not listed above, please perform a refund from your respective payment gateway provider's dashboard or contact their customer support for assistance.
An online refund will be sent to the customer's issuing bank immediately and shall return to the original payment method used by the customer. Depending on the bank, it might take up to 10 business days for them to surface this amount on the customer's statement.
If a customer no longer has access to the payment method used in their order, they shall have to contact their bank or agency to claim the fund after the refund is sent.
Refund cannot be reversed once it is issued.
Processing refund after editing or voiding order
💡 Please ensure that your Oddle Register app version is at least iOS v1.9.0 or Android v1.6.1 and above.
A refund can be processed by a restaurant when there is change or cancellation of order. This type of refund is usually non-discretionary in nature as it is the result of changes made to the order.
After cancelling an order or reducing the value of an order, a refund prompt will automatically be displayed on the Oddle Management System web dashboard (OMS) or Oddle Register app with the refund amount automatically calculated.
1. Click Refund.
If refund is not to be performed, click Skip. You can still perform refund through the OMS subsequently.
2. Confirm the refund.
3. Refund is issued, and the employee name is logged with the reason for refund stated for tracking purpose.
💡 For payment gateway without partial refund feature, you may need to issue online refund from the payment gateway dashboard or to issue an offline refund.
Processing refund without editing or voiding order
A refund given on a case-to-case basis is discretionary in nature as the refund amount is subject to the judgement of authorised decision-makers. This may arise from scenarios such as offering compensation for service recovery or as an act of goodwill. Such a refund can only be performed from the Oddle Management System web dashboard (OMS).
Processing refund from Online Transaction Module (OMS)
1. Go to Online Transaction.
2. Click Refund button beside the order to be refunded.
3. Enter the refund amount desired if partial refund function is supported for the payment gateway used in the order.
4. Confirm the refund.
Processing refund from Orders module (Merchant Dashboard)
1. Under Manage, go to Sales
2. Click Online Orders
3. Click General (If the order has been cancelled, search for the cancelled order)
4. Click on the order number to be refunded
3. Click Refund.
4. Enter the refund amount desired if partial refund function is supported for the payment gateway used in the order.
5. Click Refund to confirm
6. Key in the reason for the refund
7. Click Confirm
You can see how the refund will appear once it is completed in the dashboard, as seen in the screenshot below.
Note: It may take 5-10 business days for the refund to appear on the customer’s account, depending on their bank.
Have more questions? Contact our Support Team at [email protected] or chat with us by clicking on the Speech Bubble at the bottom-right corner of the page.