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.
- Go to Back Office ➞ Orders
- Find the order you need to refund and open the detail view
- Tap Issue refund in the action menu at the bottom of the order
- Enter the preferred refund amount (full or partial) and select a reason
- Confirm the refund
Refunds processed in Bopple will not be reflected in point-of-sale reporting.
Refund via Bopple Orders Manager
Orders Manager can be used to process full refunds.
- Open the Orders Manager app on your phone or tablet
- Open the menu by tapping the menu button in the top right corner
- Tap Completed orders and open the order you need to refund
- Tap I have an issue with this order then tap Refund order
- Confirm the refund
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Refunds processed in Bopple will not be reflected in point-of-sale reporting.
Refund via POS
⚠️ All POS refunds will refund the customer via Bopple. Be careful not to action duplicate refunds as refunds cannot be undone or re-claimed.
⚠️ Refunds when Smart Batching is enabled (Group Orders)
Your point-of-sale will only have the batched group order. If you refund an order prefixed with "Group" this will refund all customer orders in the group.
To refund an individual customer or specific item (partial refund) from within a group order you will need to do so in Bopple. See the steps above.
Integrated refund support varies by POS platform.
Lightspeed
Full and partial refunds processed via the POS History are transmitted to Bopple and will result in the customer being refunded. See more information here.
Square
All refunds, full, partial by item, and partial by amount, processed in Square are transmitted to Bopple which will result in the customer being refunded. See more information here.
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.