I rejected a paid card order. How does the diner get the money back?

Rejecting a paid order, step by step

A card order reaches the order board already paid: the diner went through your gateway at checkout, and the money sits with that gateway in your name. When you cannot make it, the refund goes back the same way it came in, and the order board does it for you.

1. 1. Open the order on the board

   A new order has Reject; an order you already accepted has Cancel. Both lead to the same dialog.

2. 2. Pick the reason

   Five reasons for a reject (too busy right now, item unavailable, closing soon, cannot deliver to this area, other) and five for a cancel. The diner sees the reason on the order page, and on Pro in the WhatsApp update too.

3. 3. Confirm the refund

   The dialog reads “This order is PAID via” the gateway, with the amount. Tick “Yes, refund the customer automatically” and confirm.

4. 4. Read the card

   The refund is sent to the gateway before the order closes, for the full amount paid. The card then reads “Refunded via” the gateway, with the time, or “Refund processing” while the gateway works on it.

This runs on Stripe, Areeba’s Mastercard gateway (MPGS), PayPal and CyberSource, the gateways a menu can take cards through. If a gateway answers late or refuses, the order still closes and the card keeps a “Refund via” button with the amount, so you send it again in one tap.

When the diner cancels first

While an order is still New, the diner’s order page shows Cancel Order. A diner who paid by card and cancels there is refunded through the gateway straight away, with nothing for you to do. Once you accept the order, the button goes and the decision is yours.

Whish is sent wallet to wallet

A payment through Whish Pay goes back from your Whish wallet to the diner’s. When you reject or cancel it, tick “I sent the refund via Whish” and the order records it as sent. If the diner cancelled first, the card reads “Refund due” until you send it and tap Mark refund sent; the card then shows “Refund sent via Whish” with the time.

For a Whish, OMT or bank transfer the diner sent by hand, the dialog reminds you the customer already paid by that transfer, and the card carries Refund due for whoever sends the money back.

What else goes back with the money

A rejected or cancelled order gives everything back, not only the payment. A promo code used on it is counted back, so the same phone number can use it again. A loyalty stamp the order earned is taken off the card, and a reward the diner spent on it is restored. The diner’s name, number and order stay on your customer list, so the next order is one message away.

How it runs at The Protein Bar

The Protein Bar takes cards on delivery orders at its Hazmieh and Jnah branches through CyberSource with its own bank. A rejected or cancelled card order there goes back through that same gateway, and a diner who cancels a New order is refunded the same way, before anyone in the kitchen touches it.

Taking cards on your own menu is on Plus, with cash, a transfer you confirm and Whish Pay beside them at checkout. The refund comes with it: nothing to switch on.