Refunds and cancellations
Refund a card order in full or in part, control who on your team can refund, and use the manager PIN.
Cancelling and refunding are separate actions. Cancelling stops an order. Refunding returns money to the customer's card. A customer who has already been charged gets nothing back until you refund them.
Refund an order
Open the order from the Orders board or from the Orders table in Reports, then choose Refund:
- Enter the Refund amount: the full total, or part of it for a missing or wrong item.
- Confirm.
The refund goes back to the customer's card through Stripe. It usually shows on their statement within 5–10 business days, depending on their bank. The order shows its refund status, and the refund appears in your reports.
When you refund, the matching share of the PayperPlates platform fee is returned to you. Stripe doesn't return its processing fee on refunds. See Card payments and payouts.
Refunding just the problem items
When a customer reports a problem through Support, they can mark exactly which items were missing or wrong. That lets you refund just those items. See Support and issue routing.
Who can refund
Under Settings → Ordering & Payments → Refund permissions, choose the lowest role allowed to refund:
- Admin only: only admins can issue refunds.
- Managers & admins: staff can't refund.
- All staff: anyone on your team can refund.
Turn on Allow manager-PIN override to let someone below that role refund by entering the manager PIN. Set the PIN on the Orders board first, under kitchen settings → Manager PIN. Save with Save Refund Policy.
Cancel an order
Cancel from the order and give a reason. If a manager PIN is set, cancelling and rejecting orders need it. Cancelling:
- releases a card hold that hasn't been charged yet, such as an unaccepted preorder, so the customer is never charged;
- puts the items' stock back;
- does not refund a charge that has already gone through. Refund it as well.
Your refund policy
The refund policy customers see at checkout and on their order confirmation is set under Settings → Legal & Policies. It's separate from who is allowed to refund. See Policies, links and announcements.