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.
Refund an Order from Otter Dashboard
Follow the steps below to refund an online order:
-
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].Tip: Filter by the Direct Orders channel to quickly locate the order you are looking for.
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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.
Refund an Order from Otter Order Manager
Use the steps below to refund an order from the Otter 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]. -
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.
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 Guest 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 Guest 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 Financials tab > Guest Disputes. -
Step 3
Use filters to create desired views of disputes.
Guest 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 Guest 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
- 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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