Buyback

This guide shows you how to find a previous purchase and make a full or partial refund

Start a return

Go to Previous Orders at checkout.
Find the order you want to return, preferably using the search bar or date. (See the tip box below for more ways to find the right order.)
Once you’ve found and selected the correct order, the entire order will appear in the panel on the right. Click the Refund button to start the return.

💡 Tips for finding the right order

Use the search bar: Enter the order number, receipt name, or reference number. The reference number is always the fastest and most accurate way to find an order.
Select a date: By default, today’s orders are displayed. Click the date to select a different day, or use the filter function to search within a date range.
Scroll through the list: The most recent orders for today’s date are displayed in chronological order. You can change the sort order if needed.
Change source: If you can’t find the order, check that you’re in the correct sales channel. Switch between POS, Online Orders, PayNGo, and Express Orders.
(Refer to the BO guide for a more detailed guide on searching for orders in BO)

Once you’ve clicked Refund, you can choose to return the entire order or specific items.

For a full return (entire order):

Make sure all items on the receipt are selected.
Click Next and then Confirm to complete the return.

For a partial return (individual items):

Check the box on the left for only the products you want to return.
Adjust the quantity using the + and -buttons if necessary.
Select whether a correction slip should be sent to the kitchen and/or whether the item should be returned to your inventory balance.
Click Refund and then Confirm to complete the return.

FAQ

How does the customer get their money back?

Refunds are always processed automatically to the payment method used for the original purchase. If the customer paid by card, the money is refunded to the same card

Does the customer need to bring their payment card when returning the item?

No, the customer does not need to physically bring or use their card again. The refund is automatically processed to the card used for the purchase

Why does the receipt under “Previous Orders” have a yellow or red mark?

If a previous order has a yellow mark, it means the invoice has been partially refunded. A red mark means the entire invoice has been refunded.

How long does a refund to a card take?

It usually takes about 3–5 business days for the funds to appear in the customer’s account.

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