Oolio Pay | Completing an Item Refund

Summary

In the OrderMate system, an item refund includes two steps, refunding the items and reversing a payment. The 'items ordered' and the 'payments made' in a closed account must add up to the same total. This means if you need to return a payment to a customer, then you should also refund the items.  

* If only the payment needs to be refunded or changed, then review our Payment Only Refund guide.

Referenced v's Unreferenced

There are two kinds of transaction refunds possible when using the Oolio payment terminals;

A 'Referenced refund' which will allow the reversal of a transaction previously received in the system and;

An 'Unreferenced refund' where a negative payment is made to the customers card (the card must be present). 

The reason a referenced refund would be used is so that refund is matched to the original transaction by the payment provider and the funds can be returned to the same bank account. This presents lower risk to operators as payments are not made from one bank account and refunded to another. 

In the same way that changes to any payments are locked to the same trading day or shift in OrderMate, referenced refunds can only be processed in the same shift that the original payment occurred in. 

Find the Closed Account in WaiterMate

The first step is to find the account that the refund needs to be processed for. Once any account is finalised, it can be accessed from the 'Closed Account' screen in WaiterMate.

1. In WaiterMate, select the 'System Admin' icon
2. Select 'Daily Tasks'
3. Select 'Closed Accounts' 
4. Select the account type of the closed account ie. Table or Takeaway

1. From the bottom of the screen, use the filters to help find the account 
2. Select the tile for the correct closed account once identified

Select the Item(s) to be Refunded

Inside the closed account, the items of the original order will be be listed and shown in blue. This is indicating that these items have a payment assigned to them. The next step would be to choose the item(s) to be refunded. Do this by;

1. Select the 'Refund' icon 
2. Select the individual items to be refunded by pressing on their blue icons or;
3. Select the 'Select All' icon
4. Select 'Ok'
5. Also select the 'Ok' option from the 'Refund warning prompt' to confirm 

Process the Payment

From the pay screen, all of the original payments will be listed in the transaction section of the screen. The amount due at the bottom of the screen should be a negative amount, indicating the amount that needs to be refunded.

For a referenced refund (only possible in the same shift the original transaction was made);

1. Select the 'Red cross' icon next to the original payment; 
   • The last four digits of the card will be displayed next to each transaction. This will help identify which payment to select if there were multiple payments made to the account.
   • Note: If Apple pay or Google Pay were used, this is different to the card number. The customer can find the card details in their respective wallets.
2. Choose 'Full' or 'Partial' from the warning screen;
   • • Full Refund
       • Used if only refunding all of the items the payment was used for;
       • Select 'Ok
       • The refund will be sent to the payment provider

1. • • Partial Refund
       • • Used if only refunding some of the items paid for;
         • Enter the amount to be refunded (this is the amount at the bottom of the screen)
         • Select 'Ok'
         • Enter the 'Amount to be Refunded' 
         • The refund will be sent to the payment provider

For an unreferenced refund (card must be present);

Unreferenced refunds will need to be used for refunds in different shifts to the original transaction, this can be seen in the screenshot below where the 'Red Cross' icon seen in previous steps, is grey and not available. 

1. Select the 'Card' payment type
2. Note the 'Due' amount will be a (-) negative ($) amount ie -$17.50
3. Select 'Ok'
4. Follow the prompts on the Oolio Pay terminal