Refunds
Process full refunds yourself - no support needed
Where refunds are useful:
- Customer received the wrong order
- Food quality or service quality issue
- Duplicate order (customer ordered twice)
- Delivery delay or cancellation
- Customer complaint you want to resolve
To issue a refund:
- Go to the dashboard
- Click Home and then Make A Refund. You can also choose to click Orders then Order History.
- Use the search bar (2) for the order by order code, name, date, or phone. Press the search icon (3) or enter to make a search. Ensure that the order falls within the dates on the date range (1) selected. Press the cross icon to remove the date range then search again.
- Click on the order to open it
- Click the 'Refund' button
- Review the order total - you can make total or partial refunds
- Click Refund
Done! The refund is processed immediately.
Timeline
- Processing: Immediate
- Customer receives refund: 1-10 working days (depends on their bank)
Best Practices
- Tell the customer - Let them know you've processed the refund
- Explain the timeline - Remind them it takes time for the money to reach their account
- Add a note - Document the refund reason in the order for your records
- Track patterns - If you're refunding the same item repeatedly, fix the root cause. You can see the refunds you are making under Admin > Refunds.
Common Questions
How do I refund just one item from an order?
Click Refund, then refund the amount equivalent to that item. You can refund any amount up to the total paid by the customer.
What if the refund button is missing?
Possible reasons:
- Order paid in cash (refund not available)
- Order already refunded (check order status)
- Order not yet paid (unpaid orders can't be refunded)
The customer says they haven't received their refund after 5 days?
Ask them to check with their bank - some banks take up to 10 working days. If it's been longer, contact support with the order number and we'll investigate.
Can I cancel a refund after I've processed it?
No - refunds are immediate and cannot be reversed. If you have refunded by mistake, you'll need to ask the customer to place a new order.
Do I need to give a reason for the refund?
No, but it's helpful! Adding a note helps you track why refunds are happening and spot patterns (e.g., "pot of mayo missing" multiple times = packing issue to fix).
What happens to loyalty points when I refund?
Points earned from that order are automatically deducted from the customer's account when you process the refund.
Still need help? Email support@orderdigital.co.uk