Refunds and cancellations

You make refunds and changes to online orders in Clover, not in the dashboard. A customer can cancel a paid scheduled order before its fire time. The ticket must show Held, and Clover must have no refund.

Each online order has an order number that starts with ELR-. Clover shows this number as the order's title. Use the number to find the order in Clover.

Refund an order in Clover

1. Ask the customer for the order number, or find the order in the dashboard.
2. In Clover, open the order with the same ELR- number.
3. Refund the full amount or the items that the customer returns.

Clover tells the dashboard about the refund, and the dashboard checks the order right away. The customer's order page then shows "Refund issued" or "Partial refund issued". If the order in the dashboard does not show the refund, check the order again with Reconcile order.

The website does not email the customer about a refund that you make in Clover.

Change an order in Clover

1. In Clover, open the order with the same ELR- number.
2. Make the change in Clover.
3. Tell the customer about the change in person or by phone.

The website does not send an email about a change that you make in Clover.

When a customer can cancel online

A customer can cancel an order on the website when all of these are true:

• The order is a scheduled order.
• The order is paid.
• The kitchen ticket shows Held.
• The fire time has not arrived.
• Clover has not already returned money for the order.

The customer's order page shows Cancel order and the last time to cancel: "Cancel by … for a full refund." When the customer cancels, the website refunds the full amount through Clover. The website emails the customer when Clover confirms the refund. The kitchen ticket does not print.

A customer cannot cancel an ASAP order online, because the kitchen ticket prints at payment. At the fire time, Cancel order goes away from the order page. After the fire time, refund the order in Clover even if the ticket has not printed. Handle ASAP refunds in Clover too.

Fix a failed online refund

When Clover does not accept the refund for an online cancellation, the customer sees "We canceled your order, but the refund did not go through. Call the store and we will fix it." The dashboard shows "Canceled online, refund not confirmed" in Needs attention.

1. Open the order in the dashboard.
2. Scroll down to the Cancellation section. Status shows Refund failed or Refunding.
3. In Clover, open the order with the same ELR- number.
4. If Clover already shows a refund, skip step 5.
5. In Clover, refund the full amount of the order.
6. In the dashboard, in the Clover Sync sidebar, click Reconcile order.

The dashboard then marks the cancellation as Refunded and sends the cancellation email to the customer.

Good to know

• The customer's bank decides when the refund shows on the customer's statement. The website tells the customer: "Your bank may take a few days to show the refund."
• Do not refund an online cancellation in Clover if Status in the Cancellation section shows Refunded. The website already refunded it.