Modify or refund an order

Step 1 – Search for the customer or order

From the left-hand menu, go to Search.

Step 2 – Perform a search

Enter the customer’s name or any other relevant information in the search field to find the desired order.

Step 3 – Open the order

If you are in the customer’s profile, first open the customer profile, then select the relevant order.

If you are in Search > Orders, open the order directly.

Step 4 – Access the modification or refund options

Click the ⋮ (three vertical dots) on the right side of the screen, then select:

Modify or refund order to make changes or issue a refund.

Step 5 – Make the required changes

Depending on your needs, you can:

• Add a new item using the green button at the top right;
• Modify reservation details;
• Adjust prices or quantities;
• Add or remove items;
• Update any other information related to the order.
  

Step 6 – Finalize the changes

Once you have made the changes, click Continue. The system will automatically calculate the financial impact of the changes and display one of the following results:

The customer must pay an additional amount

If the changes increase the total order amount, you must collect the outstanding balance from the customer before finalizing the transaction.

A refund is due to the customer

If the changes decrease the total order amount, a refund must be issued.

If the original payment was made by credit card, the refund will be processed automatically by the system.

If the original payment was made using another payment method, such as debit, cash, or cheque, you must refund the customer manually using the same payment method as the original transaction.

Important notes

Cancellation fees

When issuing a refund, you can add cancellation fees that will be retained on the order. These fees can be defined:

• As a fixed amount ($);
• As a percentage (%) of the refunded amount.

Internal note

You can add a reason or comment when processing the refund. This information will be saved as an internal note and can be viewed later.

Customer notification

You can choose to send a notification to the customer to inform them of the changes or refund made to their order.