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
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.
Refund an Order from Otter POS
Use the steps below to refund an order from the Otter POS terminal.
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Step 1
From the home screen, select the [Orders] app.
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Step 2
Select the order you would like to refund.
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Step 3
Tap on the [3 vertical dots] to open the order options and select [Refund].
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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.
Video demo of refunding an order on Otter POS:
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.
Only users assigned the Billing Admin role can issue a refund in the Otter Dashboard.
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Step 1:
From the Otter Dashboard, click Apps > Orders.
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Step 2:
Select the ticket to refund and then click [Issue a refund].
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Step 3:
Enter the refund amount and refund reason, then click [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 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 for orders paid 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 an Interac card refund on Otter POS:
Still need help? Reach out to our team:
| 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. |
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