Refunding Online Orders
For orders placed through your restaurant’s direct ordering website, you can process refunds from the Otter Dashboard or from the Orders App on your Otter POS or tablet.
Billing Admin User Required
Only users assigned the Billing Admin role can issue a refund in the Otter Dashboard.
Steps to Refund
Follow the steps below to refund an online order:
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Step 1
From the Otter Dashboard, click Apps > Financials.
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Step 2
Select the Direct Orders tab and locate the order needing refunded.Click the 3 dots listed next to the transaction, then click Refund payment.
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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 Order info and listed in the Transactions details.
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 an eater.
Disputes for Online Orders
Within the Otter Dashboard, you can efficiently manage all disputes filed for orders placed through your direct online website.
From the Direct Order Disputes page, you can:
- Filter by date range, dispute status, brands, and location
- View detailed dispute, payout, and order information
- See totals of $ disputed, and disputes reversed
- Ability to manage disputes by accepting or disputing claims, and uploading evidence to submit for a dispute claim
- Use a modal guide that offers assistance when viewing dispute details
To view the Direct Orders Disputes page, follow the steps below:
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Step 1
From the Otter Dashboard, click Apps > Financials.
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Step 2
Select the Direct Orders tab > Disputes. -
Step 3
Use filters to create desired views of disputes.
Direct Order Disputes Report Glossary:
| Column | Definition |
|---|---|
| Date | Date of transaction or activity |
| Type | Classification of transaction (like “dispute”) |
| Amount | Dollar value associated with the transaction |
| Processing fee | The fee for processing the transaction and commission |
| Dispute status | The current status of the dispute (like “Lost” or “Won”) |
| Payout status | The current status of the payout (pending, processed, or error) |
| Channel | The ordering channel/platform associated with the transaction |
| Store | Name of the store associated with the transaction |
| Description | Additional details of the payout, such as order ID |
Submitting Dispute Evidence
If countering a dispute, you’ll need to submit evidence for review. To do so, follow the steps below:
- Select a transaction from the Direct Order Dispute page.
- Click Counter dispute.
- Open the Submit evidence modal to upload files. Select the corresponding category and check the confirmation box.
- Once all files are uploaded, click [Submit claim].
FAQs
- You will not be able to refund a direct online order from Otter POS, however, to process a refund for an order taken from your Otter POS— check out the steps here.
- To process a refund ordered through a delivery partner, you will need to reach out to the individual delivery platform for help on issuing a refund to an eater.
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. |
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