Learn how to action Refunds on Dines
Refunding
Refunding on Dines is very straightforward and designed with time-saving and accuracy in mind. Whether you need to refund a whole bill or just one particular item, this can be easily achieved in just a few clicks.
In this guide, we'll dive into the various ways you can effortlessly process refunds on Dines.
Refunding Via Past Orders
A full guide on Past Orders can be found here, so we will focus solely on refunding for this article.
Firstly, you’ll need to navigate to your Past Orders tab, which can be found at the bottom of your Dines app, or on the left-hand side if you are using a browser.
When the page loads, you will be presented with a list of all your received orders. If you need to narrow down the order in question, you can;
- Use the Search function to search by the product the customer ordered, or their name (if they used Mobile Ordering)
- Apply a variety of filters, such as Date, Time and Amount.
- Search by the last four digits of the card used for the transaction. To do this, tap on the Transactions tab and use the search function. Please note that if the customer has paid using Apple Pay or Google Pay, their last four digits will be different from their physical card. For help in finding the last four digits of an Apple Pay or Google Pay transaction, please click here.
The above solutions can be very useful if you ever find yourself scrolling through pages and pages of orders.
Once you have successfully located your order, click anywhere on the row to open up a new window with information about the transaction.
Here, you will see the full contents of the customer’s order.
Click on the Refund button, which will take you to the Payments tab. Clicking Refund again will open up a few options for how you would like to proceed with the refund.
- “Fully Refund This Charge” will do exactly as you expect. It will refund the entire amount charged to the customer. Choosing this option will prompt you with one final pop-up to make sure this is what you intended. Click “Yes” to complete the refund.
- “Partially Refund By Item” will let you refund based on the items which the customer ordered. By clicking on this, you will be presented with a list of the order’s contents. Simply choose the “-” button next to the item you wish to refund, and then choose “Confirm Refund” to finalise.
- “Partially Refund By Amount” allows you to enter a specific amount to be refunded. For example, if you want to refund exactly £5 of an £11 order, this would be the best choice. When selecting this refund method, all you need to do is enter your chosen amount and then hit the Refund button below to action the refund.
The above should be enough to help you action any refund requests for recent transactions. Refunds generally arrive back in the customer’s bank account fairly quickly, but we do advise to allow 5-10 working days for transactions to clear, as every bank is different.
Refunds For Orders Over Four Days Old
It’s important to note that refunds over four days old may not be actionable via the Dines dashboard. This is due to processing times and payouts: after four days, the funds from the transaction may have already been transferred to you. Therefore, we won’t have them on our system any longer.
With this in mind, please email care@dines.co.uk if you need to refund an order which is more than four days old. If you can provide the following information regarding the order, it will help us locate the it quicker;
- Date
- Time (or at least a rough estimate)
- Last 4 (note: last 4 digits differ for Apple/Google Pay users, as discussed earlier and explained in this article)
- Total Amount
If you don’t have the exact information above, please just give us as much as possible and we’ll have a dig around! We’re always happy to help out.
And that’s everything! Thank you for reading our article on Refunds. If you have any questions at all, or if you have suggestions for a Knowledge Base article you’d like to see, please do not hesitate to reach out to our team. You can contact us via email at care@dines.co.uk, use our Live Chat service here, or message us via WhatsApp on 07822 002783.