Hello, and welcome to this Grubhub dashboard walkthrough. In this video, we’ll show you how to offer partial refunds to customers.
From time to time, you may find yourself needing to offer a partial refund for a customer’s transaction. Please note that in-store transactions can usually be refunded directly from the POS versus being refunded from our dashboard. While you are able to refund in store transactions from the dashboard, those refunds will not tie back to your POS reporting.
To do so, search for the customer whose order you’d like to refund and visit their customer profile page. You will automatically be brought to the transactions section of their profile page, with orders listed chronologically from newest to oldest. Scroll through the customer’s transactions and identify the transaction you’d like to refund by cross-referencing the date, time, location, and amount of the transaction. Under the “Make it right” column, click Refund to be brought to the Make it right tool.
Once on the Make it right tool page you’ll see the options to give credit or refund order at the top, with “refund order” already selected as the default. Scroll down to “Type” and select that you’d like to give a partial refund. Note – a full refund will always be the default selection.
Once you select to give a partial refund, the “Enter refund amount” field will open to you. Select if you’d like to give the customer either a dollar or a percentage amount off the order, then enter the amount you’d like to refund. Note – you do not need to type a dollar or percentage symbol in the “Amount” field.
Lastly, select a reason for the refund or type in a unique reason and click Submit.
The user will be refunded automatically, with any rewards used towards the transaction returning to their profile.
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