This article outlines how to refund a Tableside Order & Pay guest while ensuring that Toast x Tableside Order & Pay Sales & Promotion reporting matches.
To refund specific menu items or an entire order, you can simply void the menu items/order within the Toast app. Tableside Order & Pay will pick up these changes and apply for the refund automatically. Tableside Order & Pay does not automatically pick up refunds by amount; you will need to manually issue the refund amount in Tableside Order & Pay.
To refund a specific amount to a guest in Tableside Order & Pay, log in to the Owner Panel, and follow the standard refund steps listed there. There are two ways you can refund a guest for a specific amount:
- Refund by Item: Automatically includes tax & tip in the guest’s refund per each Item selected
- Refund by Amount: Allows you to refund sales and/or tip by amount or percentage
Take note of the exact total refund amount, inclusive of any tips, for our corresponding Toast processes to align our sales report totals.
Tableside Order & Pay x Toast: Automatic Refund Process
Voiding an item or order in Toast will cause Tableside Order & Pay to issue a refund for that item or order. Please note that Toast voids can take up to 2 minutes to sync into Tableside Order & Pay. If a refund is needed more urgently, follow the steps below.
Tableside Order & Pay x Toast: Manual Refund Process Steps
- Refund Guest in Tableside Order & Pay
- All actual refund transactions are completed via Tableside Order & Pay, so a Toast refund has no connection to your guest's credit card
- Locate Order in Toast
- This Tableside Order & Pay order in Toast is where you will even out the total transaction by subtracting the exact amount of the refund (only affects reporting). This may lead to a negative balance due on the the check, please review this article on how to Resolve a Negative Balance Due in Toast.
- Void Items or Amount
- Void the exact amount that was refunded in Tableside Order & Pay (with tip, where applicable). Service charges are not refunded
- It is recommended that you create a Toast Void Type called ‘Tableside Order & Pay Refunds’ for reporting purposes
- Close the Check
- The total sales on the check will be Original Payment minus the Tableside Order & Pay refund amount.
- Full Refund
- If the entire transaction was refunded, the final sales on that check will be $0.00. Service charges are completely refunded.
- Reporting
- We will now have the correct sales based on that transaction, plus 'Tableside Order & Pay Refunds' in Toast Void reporting to track these occurrences.
*Please note that if you do not follow the Toast Refund Process Steps, your Toast sales reports will overstate Toast total sales compared to Tableside Order & Pay total sales.
**The refund transaction timeline from processing to deposit in a guest's bank account follows the standard Bank Transfer Process. Refunds can take longer than normal depending on the bank or other factors.
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