When a guest orders online through Olo, the refund MUST be issued through Olo. Voiding the check on Toast will NOT refund the guest and will disrupt accounting processes.
If a guest orders through a 3rd party marketplace (Uber Eats, Doordash, etc), the refund must come from that marketplace. We do not have access to any customer billing info when an order is placed through a marketplace, therefore, cannot issue a refund.
Note: There is a 90-day limit for refunds on OLO. Orders placed more than 90 days ago cannot be refunded in the Dashboard.
How to issue a FULL refund on Olo:
1. Log into your Olo dashboard and go to the Orders tab.
2. Enter Olo Order ID or search for the order by using other fields.
3. Once you've pulled up your order, click the Order ID to see order details.
4. Click Refund Order* at the top right of the Order Details page.
*if you do not see the Refund Order button at the top right of the Order Details page, this means the order was placed through a different 3rd party marketplace and guest will have to reach out to that marketplace in order to receive a refund.
5. Enter your name, select a reason for the refund, and enter any details for the customer.
6. Click Review Refund Order Request. Be sure to double check your entry before the final step - you will NOT be able to reverse a refund!
7. Click Process Refund Request.
How to issue a PARTIAL refund on Olo:
1. Follow Steps #1-3 above.
2. Select Other Actions at the top right of the Order Details page, and then click Adjust Subtotal or Refund Tip. Depending on what changes you need to process - a subtotal adjustment or tip adjustment.
3. Once you have made the necessary adjustment, click Review Adjustment Details to move forward. You will get a chance to review everything before you process the partial refund.
Important Information
This will submit the refund to the payment processors for settlement. You will not be able to reverse this action.
- For any refund or adjustment processed, the customer will automatically receive a confirmation email to the email address on file.
- The adjustment transaction will process immediately and should show up on the customer's bank account within 3-5 business days.
- You can only refund/adjust an order once.