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Once an order is cancelled, you will need to refund the order and this process will vary based on the gateway that you have setup on your venue.

Customers with QikServe Payment Services, Freedom Pay, Global Pay, or Adyen Dropin can refund an order directly from the QikServe Dashboard and Orders Screen.

If you have any other payment provider you will need to log into that provider’s dashboard to do so. Please reach out to your payment provider if instructions on how to refund are not below.

Please note that if you refund an order it will not be cancelled. You will also need cancel the order if you would like the order to not show as a live order on your dashboard

Refunds via QikServe

Please see above to make sure you have access to this feature. There are two ways you can do this, via the QikServe Dashboard or via the Orders Screen. Only Users who have full Administrator rights are able to access the refunds function.

It is helpful to ask the customer for their Order Number which they can find on their emailed receipt.

Via the Dashboard

  1. Log into your venue QikServe Dashboard at http://app.preoday.com

  2. Go down to the Orders tab at the bottom left of your dashboard

  3. Identify the order you would like to refund, you can do this by searching for their order number

  4. Click on the order you would like to refund and then select Refund Order

  5. You will have the option to either refund the amount in full or partially refund it, as well as give a reason for the refund

  6. All refunded orders can be viewed via Analytics >Orders >Refunds report

Via the Orders Screen

Every venue has access to the Orders Screen, however if you are POS integrated then you might be better placed to refund via the Dashboard.

If the order is not a very recent order you will be better placed to search for the order via the Dashboard (instructions above).

  1. Log into https://orders.preoday.com/

  2. If the order you would like to refund hasn’t been actioned yet it will be in the list view, if it is a previous order it will be in the history view

  3. Click on the order and a popup will show the details of the order including the refund/cancel button at the top, please click this

  4. An Administrator will need to sign in and then choose to Refund rather than Cancel

  5. Here you can now choose to do a full or partial refund, choosing a reason for this, and the order will be updated accordingly

How to make a refund on Stripe

To process a refund for Stripe:

  1. Go to dashboard.stripe.com

  2. Click on the 'Payments' tab

  3. Search for the relevant order by order number

  4. Select the button that says 'Refund'

  5. You can then choose to refund the order partially or completely

  6. Choose your reason for giving a refund and click 'Ok' to complete.

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