Otter POS: Processing Refunds

Overview

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

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.

Keep in mind, only users assigned as a Billing Admin role can issue a refund.

Refund an Order from Otter POS

Use the steps below to refund an order from Otter POS v2.

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.
Step 4:

Select [Refund].
Step 5:

Enter the amount you would like to refund and click [Confirm].
Step 6:

The refund is now complete!

Video demo of refunding an order on Otter POS v2:

Refund or Cancel Orders in Otter POS V2

Video demo and walkthrough of refunding an order on Otter POS v1:

Step	Process	Image
1	Select the [Financials] app from the Otter home screen.
2	Select the order that is being refunded and select the [Refund] button.
3	Confirm the amount you would like to refund for this order and then select [Refund].
4	Selecting the order again will reflect the refunded order on the screen.

Refunds for Orders Placed Over 24+ Hours

If you need to issue a refund 24+ hours after the order was placed— you may not be able to view that order on Otter POS to initiate a refund. To issue a refund 24+ hours after an order was placed, you can do so from the Otter Dashboard.

Refund an Order from Otter Dashboard

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

Step 1:

From the Otter Dashboard, click Apps > Orders.
Step 2:

Select the ticket to refund, then hit [Issue a refund].
Step 3:

Enter the refund amount and refund reason then hit [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).