Refund an order

Money goes back the way it came. A card or MoMo wallet payment is refunded through the provider; cash is handed back; a MoMo transfer is sent back by you.

Open Orders, open the order, and find Refunds. It shows each payment with what it can still refund. Choose Refund. On the phone, the same card is on the order screen.

Record the refund

• How it went back lists only the ways this payment allows.
• Amount starts at everything still refundable. Lower it for a partial refund.
• A MoMo transfer needs the MoMo transaction ID of the money you sent.
• Cash asks Paid from when you have a till shift open, so a short drawer shows why.

Choose Record refund, or Request refund for a card or MoMo wallet payment.

Someone else checks it

Nothing counts until a second person agrees. They open the order and choose Confirm refund once the money is back, or Approve and send to have the provider send it. The person who recorded a refund can't confirm their own.

If you're the only person in the workspace who can refund, you confirm it yourself, and the refund history says you did.

Cancel refund stops one that hasn't been confirmed.

When a customer asks

A customer asking through your bot or Qyra creates a Refund requested note on the order. It sends nothing. Recording the refund approves the request and tells the customer. If that refund is cancelled or fails before any money moves, the request goes back to waiting for you.

When the refund is done, the customer gets a message saying how the money went back.

What a refund doesn't do

It doesn't cancel fulfilment. A delivery or collection carries on unless you stop it.

It doesn't restock. Check your stock if the item is coming back.

It doesn't remove the sale. The order keeps its payment and its refund, and shows Refunded once everything paid has gone back. Nothing is owed on it again.

When you can't refund

The payment hasn't settled. A payment still clearing has nothing to refund yet.

It's already refunded. Refunds shows what's left, and a refund waiting to be checked holds its amount.

It failed. A failed refund stays on the order for 30 days with *Nothing was sent*. The amount can be refunded again.

You can't see Refunds. Refunds need an owner or someone with refund permission.

Related

• About orders
• Record a payment on an order
• Check order status and handle refunds in a bot
• What each order status means