How to Process a Refund
Issue a full or partial refund for an order from the POS or Partner Portal.
Refunds can only be issued for orders paid by card. Cash refunds are handled manually at the register.
From POS (Waiter App)
Find the Order
Go to Transactions and locate the order. You can search by order number, table, or date.
Open Order Details
Tap the order to view the full details — items, total, and payment method.
Tap Refund
Tap the Refund button or refund icon.
Choose Refund Type
Full refund: Refund the entire order amount
Partial refund: Enter a specific amount (e.g., refund one wrong item)
Confirm Refund
Review the refund amount and confirm. The refund is processed through Stripe and the customer's card is credited.
From Partner Portal
Go to Orders
Navigate to Orders and find the order using search or filters.
Open Order Details
Click the order to view the full breakdown.
Click Refund
Select full or partial refund and enter the amount if partial.
Confirm
Review and confirm. The refund appears in your Transaction history.
Refund Timeline
Payment Method | Time to Appear |
Credit card | 5–10 business days |
Debit card | 5–10 business days |
PayPal | 3–5 business days |
Apple Pay / Google Pay | 3–5 business days |
The refund is processed immediately on Fleksa's side. The time shown above is how long the customer's bank takes to show the credit.
Common Refund Scenarios
Scenario | Recommended Action |
Wrong item delivered | Partial refund for that item's price |
Order never arrived | Full refund |
Quality complaint | Partial refund or full refund at manager's discretion |
Customer changed mind (before prep) | Full refund + cancel order |
Missing item from order | Partial refund for the missing item |
Tips
Always communicate with the customer about the refund timeline
Partial refunds work well for missing or incorrect items — no need to refund the whole order
All refunds appear in Transactions history for your records
A Stripe processing fee may apply depending on your payment plan
Full Guide
See Transaction Management for complete refund documentation, including bulk refunds and reporting.