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.
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Step 1:
From the home screen, tap the Financials app.
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Step 2:
Select ticket to refund, then hit [Refund].
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Step 3:
Enter the refund amount, then hit [Refund] to confirm.
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Step 4:
Once complete, you will see the refunded amount listed on the ticket under Refunded.
Video demo of issuing a refund on Otter POS:
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.
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Step 1:
From the Otter Dashboard, click Apps > Orders.
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Step 2:
Select ticket to refund, then hit [Issue a refund].
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Step 3:
Enter the refund amount and refund reason then hit [Refund] to confirm.
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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 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
NOTE:
Refunds for orders payed with an Interac card cannot be initiated from the Otter Dashboard— they can only be done from the Otter POS terminal.
Video demo of issuing a Interac card refund on Otter POS:
Need help? Our support team is available via the following channels:
- Chat - Our live agents are available 24/7 to help you through your Otter device. Tap the chat button on the top right corner of your POS device.
- Telephone or SMS/text - Call or text us anytime at 1-727-268-8471 for prompt service from our Otter POS support experts.
- Email - Send us an email at otterpossupport@tryotter.com and get a response within 24 hours
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