Processing a Refund

Purpose

The purpose of this document is to provide clear and consistent procedures for processing guest refunds. Timely and accurate refunds help maintain guest satisfaction, demonstrate accountability, and ensure proper documentation of financial transactions. This guide outlines refund responsibilities based on timing and platform, ensuring every team member can take the right action based on the situation.

Things You Need

• Toast POS Terminal
• Order Information

In-Restaurant Order Requested Same Day

1. Refund order on Toast POS terminal immediately.
2. Go to the three dots on the right-hand side of the Order Now screen and click to open all tickets.
3. Search for the check and reopen it.
4. Click the items that need to be refunded and select the refund option.

Refunding One Item on a Check

• If the item was served, ring it up on a separate check and void it.
• Apply the 'Manager Comp' discount.
• Close out the check in Toast POS.

Refunding an Entire Check

• If the items were served, reopen the guest check.
• Apply the 'Manager Comp' discount.
• Close out the check in Toast POS.

In-Restaurant Order Requested at a Later Date

Gather the following from the guest:

• Order type (Roti.com, in-restaurant, or third-party name)
• Restaurant location
• Date of transaction
• Order or ticket number
• Total amount
• Customer name and email address

Inform the guest that the refund will be completed right away and it may take 5–7 days to process. Note: For third-party refunds, the guest must contact the vendor directly.