Refunds

Appetize Academy - Returns and Refunds

Want to learn more? Check out our course for Returns and Refunds in Appetize Academy.

What is a Refund?

A refund is an act of returning funds to the customer. Reasons for refunds could be: 

• The customer was dissatisfied with services or products purchased
• The customer was provided the wrong items
• The customer overpaid for an item 
• The customer paid with the wrong payment method 

While the restrictions on refunds can be determined operationally on an order by order basis, Activate X allows for refunds to be completed with or without a receipt.

Note: It is recommended that all refunds and returns have manager approval. 

Receipted Refund 

A Receipted Refund can be processed when the customer has the receipt present for the order that they would need refunded (or partially refunded). 

With the receipt present, employees can: 

• Scan the barcode on the receipt (if available)
• Search with the Order Id
• Search with the SKU or UPC

Complete Receipted Refund

1. From the Menu Screen, hit the Refund button at the top. The button is a dollar sign icon with an arrow circled around it.  
2. When the Refund button is selected, a yellow line will appear across the top of the menu items to indicate that a return can be processed.  
   
   
   
   
3. From the return screen, a refund can be processed using any of the present order details. For example, if the receipt has barcode, it can be scanned for a return.
4. Once the order in question has been pulled up, the entire order can be refunded by selecting Return All. 
   • If only a partial refund is necessary, next to each item listed from the order, the Refund button can be selected. 
     
     
     
     
5. Once the item/order is selected, it is added to the cart for the return with a negative cost.
   
   
   
   
6. Continue the return process by selecting the Checkout button.
7. Select the original payment method and confirm the refund by next selecting the green checkmark. This will complete the return.
   
   

Non-Receipted Refund

A Non-Receipted Refund occurs when the customer does not have the receipt present for the order that would need to be refunded (or partially refunded). 

1. From the Menu Screen, hit the Refund button at the top. The button is a dollar sign icon with an arrow circled around it.
   
   
   
   
2. Since no order details are available to search for the original order, select the item being returned.
3. This will add the item to the cart like a standard transaction. However, since Return is selected, the item will add a negative value to the order.
4. From this point on, the return is processed like a negative item purchase. That said, the return payment method is determined upon the processing of the return.
   
   
   
   
5. Select the desired repayment method and confirm the refund by next selecting the green checkmark.
6. If Credit Card is selected, insert/tap/swipe the card on the payment device to complete the checkout.
7. This will complete the return.

Refunds from All Orders 

Refunds can also be processed from the side menu All Orders tab. 

• To refund from the All Orders page in Activate, open the left side menu by long pressing on the name in the top left corner of the screen.
  
  
  
  
• Select All Orders from the menu.
  
  
  
  
• Once on the All Orders screen, find the order that needs to be refunded and select the refund icon on the order line.
  
  
  
  
• Continue the return process by selecting the Checkout button.
• Select the original payment method and confirm the refund by next selecting the green checkmark. This will complete the return.  

Note: There is not a Refunded section. All refunded transactions fall under Closed.  

Partial Refunds from All Orders

Partial refunds can also be processed from the side menu “All Orders” tab. To refund from the All Orders page in Activate, open the left side menu by long pressing on the name in the top left corner of the screen.

1. Once the order in question has been pulled up, if only a partial refund is necessary, select Refund next to each item listed from the order.
   
   
   
   
2. Continue the return process by selecting the Checkout button.
3. Select the original payment method and confirm the refund by next selecting the green checkmark. This will complete the return. 

How Refunds Report in All Orders

There is a large difference in how refunds report from Activate Classic to Activate X. When performing a refund using Activate X, this will show up as an additional transaction with the corresponding refunded amount (ledger style). 

Under All Orders at the terminal, there is not a Refunded section. All refunded transactions fall under Closed.  The original order will be the positive amount, while the refunded order will show as a negative amount.

Activate X View

Connect Orders View