How Do I Refund a Customer for a Missing Item on OrderOut Online Ordering

Support
1

I accidentally forgot to include an item in a customer’s online order placed through OrderOut Online Ordering, and I’m not sure how to issue a refund correctly. Can someone explain the proper steps for refunding a customer when the issue is related to the food order itself and not the delivery driver? I’d like clear, step-by-step instructions on how to process the refund the right way.

4

If you need to refund a customer because an item was forgotten, incorrect, or missing from their OrderOut Online Ordering order, the refund process works the same as any other order that arrives in your restaurant. Since the issue is with the order preparation and not the delivery driver, you’ll handle the refund directly through your FluidPay Gateway.

How to Refund the Customer for a Food-Related Issue

  1. Log into your FluidPay Gateway as you normally would.
  2. Locate the customer’s order within your transaction history.
  3. Process the refund using your standard method.

OrderOut sends online orders to your restaurant just like any other order you receive, so you can refund the customer exactly as you typically do. For example:

  • If you usually refund the customer’s credit card, continue to do so through FluidPay.
  • If you normally provide store credit instead of a direct refund, you may do that as well.
  • Whatever your standard refund policy is, simply follow it through the FluidPay Gateway interface.

This ensures the customer is reimbursed correctly for the portion of the order that was missing or incorrect.

If the Issue Is With the Delivery Driver Instead

If the problem involves the driver, such as:

  • The driver never arriving
  • The order never being delivered
  • The driver canceling or failing to complete delivery

These are issues that affect your store, not the customer directly. In these cases, you should reach out to our support team. We can:

  • Cancel the driver
  • Refund your store if the driver never arrived
  • Refund your store if the order was not delivered
  • Ensure the delivery portion of the issue is handled properly

We’re always happy to help resolve any delivery-related concerns on your behalf.