Refunding orders

You can easily process your own customer refunds through Bopple. Perfect for those situations when a customer order doesn't go quite right.

Refund via Bopple Back Office

Back Office has full refund capabilities, including partial refunds. 

1. Go to Back Office ➞ Orders
2. Find the order you need to refund and open the detail view
3. Tap Issue refund in the action menu at the bottom of the order
4. Enter the preferred refund amount (full or partial) and select a reason
5. Confirm the refund

Refund via Bopple Orders Manager

Orders Manager can be used to process full refunds. 

1. Open the Orders Manager app on your phone or tablet
2. Open the menu by tapping the menu button in the top right corner
3. Tap Completed orders and open the order you need to refund
4. Tap I have an issue with this order then tap Refund order
5. Confirm the refund

Refund via POS

Integrated refund support varies by POS platform. 

Lightspeed

Full refunds processed via the POS History are transmitted to Bopple and will result in the customer being refunded. Partial refunds processed in Lightspeed ARE NOT transmitted to Bopple – the customer will not be refunded. You will need to process the partial refund directly in Bopple Back Office. 

Square
All refunds, full and partial amount, processed in Square are transmitted to Bopple which will result in the customer being refunded. It is recommended to 

Refund Experience for Customers

Help your customers with any queries about refunds. 

• Most refunds will appear on the customer's bank statement as a subsequent credit amount. For example, they would see the original debit of $10.00 followed by a credit of $10.00 – two separate entries on the bank statement. 
• Some refunds are actioned by the payment processor as "reversals". With a reversal, the original debit is actually removed from the bank statement (or updated in the event of a partial refund). This happens instead of a separate credit transaction appearing, which can sometimes result in queries. 
• If a customer claims they have not received their refund, have them check: 
  • Can you still see the original charge? If not, the refund has been actioned as a reversal and the customer has already received their money back. 
  • Has it been at least 5 working days since the refund was actioned? If not, the customer's bank statement might not have been updated to reflect the refund, and customer will need to wait a little longer.