Refunding an online order (OLO) from your CAKE Point of Sale (POS) is simple and mirrors the process for in-store orders. However, partial refunds for OLO orders are not currently available. This article provides step-by-step instructions for issuing refunds, printing receipts, and understanding refund details.

Table of Contents

1. Fully Refund an Online Order from the POS
2. Fully Refund a 3rd Party Online Order
3. Printing the Refund Receipt
4. Understanding Refund Receipts

Fully Refund an Online Order from the POS

To issue a full refund for an Online Ordering transaction:

1. On a POS, navigate to Main Menu > Receipts & Refunds.
2. Locate the transaction, select it, then click the red Refund button.
3. In the pop-up dialog, select Full Refund.
4. If successful, a message reading “Refund Successful” will appear, and an email confirmation will be sent to the customer.
5. A refund receipt will be printed automatically.

Note: If the transaction has already been refunded, you will not be able to issue another refund.

Fully Refund a 3rd Party Online Order

Refunding 3rd Online Orders, like DoorDash or UberEats, through the POS will update the CAKE report but does not complete the refund with the third party. You must also process the refund through the third-party application.

Steps to refund a third-party Online Order:

1. On a POS, navigate to Main Menu > Receipts & Refunds.
2. Locate the transaction and click the red Refund button.
3. In the pop-up dialog, select Full Refund.
4. A message reading “Please refund the order through the 3rd party application to complete the refund” will appear.
5. A refund receipt will be printed automatically.

Note: If the transaction has already been refunded, you will not be able to issue another refund.

Printing the Refund Receipt

To reprint a refund receipt for your records or to provide to the customer:

1. On a POS, navigate to Main Menu > Receipts & Refunds.
2. Locate the order and select Print Receipt.

Understanding Refund Receipts

Refund receipts provide key details to verify the refund process. Here’s what you’ll find on an Online Order refund receipt:

• OLO Refund Record: Listed in the Receipts & Refunds screen for easy reference.
• Transaction Type: Displayed as Refund in the "TXN" column.
• Order Information:
  • Online Order number labeled as Online Order below the order number.
  • For third-party OLO refunds, the third-party name appears below Online Order text.
  • Third-party order number displayed below the OLO number.
• Customer Information: Name, phone number, and address are displayed on the receipt.
• Refund Type: The text “Full Refund” is shown at the bottom of the receipt.
• Refund Restrictions:
  • The refund button will be disabled for OLO transactions that have already been refunded or for third-party OLOs when there is no remaining balance to refund.

By following these steps, you can efficiently process refunds for Online Orders, ensuring a seamless experience for both your restaurant and your customers. For additional assistance, contact CAKE Support.

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