Refund a customer

You can refund card payments without leaving Town. The refund tools are on the order itself, in the Payment Operations box.

Where to find itMenu › Orders › eye icon on the order › Payment Operations

1. 1
   Payment details How the order was paid: Method (for example CARD), Gateway, Fee Collection, Payment Ref and Order ID. Have the Payment Ref handy if you ever contact support.
2. 2
   Payment Operations The refund tools. Status shows the payment’s current state.
3. 3
   Refund amount Starts at the full order total. Change it for a partial refund.
4. 4
   Internal refund note Optional. Why you refunded, like "Missing side" or "Wrong order". Only your team sees it.
5. 5
   Submit Refund Sends the refund to the customer’s card.
6. 6
   Void Unsettled Transaction Cancels a payment that has not settled yet, so the charge never goes through.

Refund an order

1. Go to Menu › Orders, find the order and click the eye icon to open it.
2. Scroll down to Payment Operations 2 under the total.
3. Check the Refund amount 3. Leave it as is for a full refund, or type a smaller amount for a partial refund, like 4.50 for one missing item.
4. Add an Internal refund note 4 so your team knows why.
5. Click Submit Refund 5 and confirm.

The customer gets the money back on the card they paid with. Card refunds usually take several business days to show on their statement, depending on their bank.

Full or partial refund?

Full refund

Leave the amount at the order total. Good for a canceled order or a big mistake.

Partial refund

Type the amount to give back. Good for a missing item, a wrong side or a late delivery credit.

Void instead of refund

If the order was placed recently and the payment has not settled yet, you can use Void Unsettled Transaction 6 instead. A void cancels the charge before it goes through, so the customer never sees it posted. Once a payment has settled, use Submit Refund.

If the order should not be made

Refunding does not change the order’s status. If the food will not be made, also cancel it: Change Status › Mark as Canceled. See Cancel an order.