Please note that refunds can only be issued from the Point of Sale for orders made through Flipdish websites, apps, QR codes, Kiosks or point-of-sale products. Marketplace orders need to be refunded through the marketplace directly.
When using Flipdish, understanding the refund process and typical timelines is important for setting correct expectations and ensuring smooth financial transactions. Refunds are initiated when an order is cancelled and processed directly to the customer’s bank account without manual intervention. Flipdish ensures transparency by sending notifications to customers, such as SMS messages, to confirm refund processing.
Requirements:
To be a staff member with the relevant permissions. (See article on Teammate Permissions:Overview)
To have a Flipdish POS front-of-house device
Video Guide:
Written guide:
Step 1 - Log into your Flipdish point of sale system using your PIN or RFID Card reader.
Step 2 - Use the icon with 9 dots in the bottom right corner to open the menu
Step 3 - Click “Sales History”
Step 4 - Use the search bar to locate the order using the customer's name, phone number or order number
If the order you wish to refund wasn't made on the day you are processing the refund, you can use the “Today” button at the top of the page to change the date of the search.
You can also use the filter button to customise the search criteria.
Step 5 - Click on the order
Step 6 - Click the open order button on the right-hand side of the screen
If you plan to partially refund the order complete step 1 below, however, if you wish to refund the order in full, skip step 1.
Step 7 - Select the item/s from the order summary on the right-hand side that you wish to refund and then click cancel
Step 8 - Enter your pin to confirm you have 1permission to cancel and refund orders
Step 9 - Select the reason for cancellation
Step 10 - If you are refunding in full you will need to click the “full amount” button, however, if you are partially refunding the order the refund amount for the selected items will be prepopulated in the top right-hand corner of the pop-up box.
Step 11 - Use the log on the left-hand side of the pop-up box to establish if the order was paid for by cash or credit card, you will see the phrase “mode” . “Cash” or “mode” . “Credit” depends on which way the order was originally paid.
Step 12 - Click the relevant button that corresponds to the original payment method. If you select cash the register will open automatically and you can return the cash to the customer. If you select “credit” the money will be transferred back to the customer's account within the usual bank transfer times (country dependent).
Step 13 - Click “Close”.
If you fully refunded the customer you will now be logged out of the system or returned to the home screen depending on your POS configuration.
If you partially refunded the customer, you will be able to see strike-throughs on the items you just refunded. You can then click exit and you will now be logged out of the system or returned to the home screen depending on your POS configuration.
Customer Notifications
Flipdish prioritizes keeping customers informed about the refund process. Customers may receive SMS notifications containing details of the refund, ensuring transparency and serving as a record of the transaction. Customers are also encouraged to monitor their bank accounts to confirm receipt of refunds within the standard timeframe.
Note: Once a card refund is made, a refund is sent immediately from Flipdish to your customer's bank. This refund can take up to 5-10 working days to arrive on the customer's card. This delay varies, depending on the bank that issues the customer's card. Occasionally, delays may occur due to verification issues, bank processing errors, or system integration problems. Customers are advised to monitor their accounts during this time for confirmation of the refund's arrival.### Additional Considerations While most refunds are processed within the typical timeframe, there can be variations due to banking or system delays. Customers experiencing issues beyond the expected timeframe are advised to contact Flipdish support with their order and refund details for further assistance.
To learn more about Flipdish's products or how to grow your online business enroll for FREE in the Flipdish Academy here:http://academy.flipdish.com/