Processing Refunds on Otter POS

Refunding an Order through Otter is possible when the order has been placed directly on Otter POS or an Otter Online Ordering website.

Where are orders refunded?

You can initiate a refund for an order from:

• Otter POS
• Otter Dashboard
   

Delivery Platform Refunds
Orders placed through a third-party delivery platform— like Uber Eats or Doordash— cannot be refunded through Otter. Otter cannot refund any orders accepted from an integration.

To issue a refund for these types of orders, you will need to reach out to the individual delivery platform for help on issuing a refund to a diner.

Unable to Refund Pending Tips
Any orders that still have a tips showing as "pending" will not be able to be refunded until the tips status changes out of pending.

Refund an Order from Otter POS

Use the steps below to refund an order from the Otter POS terminal.

• Step 1

  From the home screen, select the [Orders] app.

  

• Step 2

  Select the order you would like to refund.

  

• Step 3

  Tap on the [3 vertical dots] to open the order options and select [Refund].

  

• Step 4

  There are two options for refunding an order:
     1. Enter the dollar amount under the Amount tab
     2. Select the specific items within the order under the Items tab
  
  Once the refund amount/items have been added, click [Confirm].

  Item Based Refunds
  Item values may look slightly different when refunded since the tax and any other item-specific charges are included in the refund.

  Dollar Amount Refund

  Specific Item Refund

• Step 5

  The refund has been processed!
  
  Select either [Print receipt] or [No receipt, close] to finish the refund process.
  
  

• Step 6

  The order will now display the adjusted amount and the refunded amount within the order details.

  

Refunds for Orders Placed 24+ Hours

To process a refund for an order placed over 24+ hours, just search for the order in the Active tab and access the full order history. 

Use the steps listed below to refund an order past 24 hours within the Order History Search tab on the Otter POS terminal.

• Step	Process	Image
  1	Open the [Otter] app. Click into the [Orders] applet.
  2	Click the [Search] button at the top right of the screen.
  3	Under the search bar, click [Search Full History].
  4	Enter order information to search for the order you’re looking for: Eater Name Order Number Table Number Eater Phone Number Eater Email Credit Card Last 4 Digits Click on the search result that you are looking for to view the order details.
  5	Click the 3 dot button at the bottom left of the popup window. Click the [Refund] button.
  6	Enter the partial or total refund amount. Click the [Confirm] button to process the refund for the entered amount.

Refunds in the Otter Dashboard
Refunds for these orders can also be processed in the Otter Dashboard.

Refund an Order from Otter Dashboard

Use the steps below to refund an order from Otter Dashboard.

Billing Admin User Required
Only users assigned the Billing Admin role can issue a refund in the Otter Dashboard. 

• Step 1:

  From the Otter Dashboard, click Apps > Orders.

  

• Step 2:

  Select the ticket to refund and then click [Issue a refund].

  

• Step 3:

  Enter the refund amount and refund reason, then click [Refund] to confirm.

  

• Step 4:

  Once complete, you will see the refunded amount listed on the ticket under Customer Refunds.

  

Issuing a Refund from Interac Card Payment

To initiate a refund from an order that was placed using an Interac card as payment, you can follow the steps above for Refund an Order from Otter POS. In order to start the refund process, the physical Interac card must be present to be inserted, swiped, or tapped— this is a requirement set by Interac. 

When you're refunding an order on the Otter POS terminal, if the order was paid with Interac, you will see a prompt for the card to be presented (see below).

Interac card refund Otter POS prompt

Refunds to Interac Cards
Refunds for orders paid with an Interac card cannot be initiated from the Otter Dashboard— they can only be done from the Otter POS terminal.

Still need help? Reach out to our team:

Live Chat		Text/SMS Message		Email
Chat with support by clicking the chat icon in the bottom right corner of the Otter Dashboard.		+1 (888) 681-8837 Send us a text to the number above for assistance over text message.		Send us an email at otterpossupport@tryotter.com.

Updated December 23, 2025 19:26