This article explains the refund process step-by-step and provides helpful tips for resolving common issues related to refunds.
What types of refunds can be processed?
You can process full refunds, itemised refunds or partial refunds, with the refunded amount returned to the original payment card used for the transaction.
- Full refunds: Refund the entire amount of the order
- Itemised refunds: Refund only a specific menu item by quantity
- Partial refunds: Issue an additional refund to the same customer after a previous refund has already been processed.
- Custom refunds: Provide a manually calculated refund amount tailored to a specific customer situation.
How to refund a customer’s payment?
- Go to Orders > Orders & Refunds
- Find the Order that you want to refund (you can search for the customer's name, phone number and table number when using “t:#”)
- Click View details (located in the last column)
- Click on Issue refund to start the refund process
You can choose to refund by menu item, the full amount or by custom amount.
To issue a refund on a specific item
- Select the menu items option
- Specify the quantity of items that you want to refund
- Select the Reason for refund
- Then click Refund and Confirm
To issue a refund for full amount of the order
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Select the Full amount option
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Select the Reason for refund
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Then click Refund and Confirm
To issue a refund for a custom amount of the order
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Select the Custom amount option
- Specify the amount you want to refund
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Select the Reason for refund
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Then click Refund and Confirm
Discounts can also be refunded, provided the refund amount does not exceed the total amount available for refund.
For example, if an order includes a burger priced at $20, with a discount voucher 10% (-$2) and a card surcharge of $0.3; totalling $18.3. You can refund up to $20 (by selecting the burger). So then refunding the discount, will ensure the refund does not exceed the original amount paid.
How to enhance refund security?
You can set up a PIN code that must be entered before processing a refund. This adds an extra layer of security. Follow this article on How to set a Pin code for refunds to learn more.
How to ensure refunds are properly processed?
When refunding an order through me&u, the refund amount is sent back to the customer. However, you must process the same refund in your POS to maintain accurate reporting. This is a critical step to ensure your records are aligned.
Key Points to Remember:
- Refunding in me&u: This refunds the customer but does not automatically update the POS. You need to manually void the transaction in the POS.
- Refunding in the POS:This does not automatically process the refund to the customer. The refund must also be processed separately in me&u.
Following these steps helps prevent reporting discrepancies and avoids issues during payout reconciliation.
How to manage refund timelines and customer expectations?
Refunds are submitted to your customer’s bank immediately. However, depending on the bank’s processing time, it may take 5–10 business days for the refund to appear in their account.
What do refunds look like for the guest?
- As a credit entry in the customer’s bank statement, reflecting the refunded amount separately.
- In some cases, refunds may be processed as reversals. This means the original payment will disappear from the account statement entirely, and the balance is adjusted as though the charge never occurred.
- If the refund hasn’t appeared after 10 business days and the original charge is still visible, please contact our me&u support team for assistance. They will provide you with the STAN (System Trace Audit Number) and advise the customer to contact their bank for tracing purposes and further clarification.
How to access order invoices
When you process a refund, it will also update the customer's invoice and show the refunded amount. You can see a copy of the customer's invoice by clicking in the top right corner of the order details page where you processed the refund, where it says View Invoice.
You can tell the customer to recheck the invoice that they originally received via email when they placed the order from me&u and they’ll see that they have been refunded.
If you require additional support, please reach out to our team at support@meandu.com.