Handling Refunds

Sometimes things don't go as planned with an order. Maybe an item was missing, or there was a mistake. When you need to give a customer their money back, Tacoter makes it straightforward to process refunds right from your dashboard.

This guide will walk you through how to handle refunds quickly and efficiently, ensuring your customers are happy and your records are clear.

Understanding Refunds

Refunds are processed through Stripe, our trusted payment partner. When you issue a refund through Tacoter, it goes directly back to your customer's card.

Remember, once a refund is issued, it usually takes about 5 to 10 business days for the money to show up on your customer's bank statement. This timeframe is standard for most card payments.

How to Issue a Refund

Follow these steps to refund a customer for a problem order:

1. Find the Order: Log into your Tacoter dashboard. Navigate to your "Orders" section. You might find this under a menu item like "Daily Sales" or "Order History."
2. Select the Order: Locate the specific order you need to refund. You can usually search by order number, customer name, or date. Click on the order to view its details.

3. Cancel the Order: Before issuing a refund, you'll need to cancel the order in your system. Look for a button or option that says "Cancel Order" or similar. Confirm you want to cancel when prompted. This step is important for accurate reporting and inventory.
4. Initiate the Refund: After canceling, you should see options related to refunds. You'll usually find buttons like "Issue Full Refund" or "Issue Partial Refund."
5. Full Refund: Choose this if the customer is getting all their money back.
6. Partial Refund: Select this if you're only refunding part of the order (e.g., for one missing item). If you choose partial, you'll be asked to enter the specific amount you want to refund.
7. Add a Note: Before confirming the refund, you'll have an opportunity to add a note. This is very important! Briefly explain why you're issuing the refund. For example: "Customer requested refund for missing agua fresca" or "Order canceled due to kitchen error." This helps you keep good records.

6. Confirm the Refund: Double-check the refund amount (especially for partial refunds) and your note. Then, click the "Confirm Refund" or "Process Refund" button.

You'll usually see a confirmation message on your screen once the refund is successfully processed.

Tips

• Be Patient: Let your customers know that it takes 5 to 10 business days for the refund to appear on their statement. This helps manage expectations.
• Keep Good Notes: Always, always add a detailed note explaining why you processed the refund. This helps you track common issues and provides a clear record if you ever need to look back at an order.
• Customer Communication: It's a good practice to quickly let the customer know their refund has been processed and when they can expect to see it. A quick call or message can go a long way.
• Partial Refunds: When doing a partial refund, make sure the amount you're refunding is accurate for the item or issue.

Need help? Email ir@tacoter.com or call (800) 503-2670.