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Adjust a Sale Total (Partial Refunds)


Important Note: There is a 90 Day Limit for refunds. Any order more than 90 days in the past cannot be refunded in the Olo Dashboard. You will need to request the refund directly with your E-Commerce Payment Processor.

 

You can use the Olo Dashboard to adjust a sale total for an order at any time.

1. Login to the Olo Dashboard at https://my.olo.com

2. Click on the “Orders” tab on the left side of the screen.

 

 

3. You may be prompted to select a store if you have access to more than one location through your Dashboard. If so, choose the store from the right hand section and click on “Confirm Store Selection”.

4. Enter the Olo Order ID into the Specific Order Field or search your order by clicking on “Search by timeframe” or “Search by Transaction”.

5. Once your order appears, click on the Order ID to see the order details.

 

 

5. Click “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 a tip adjustment.Screenshot__2.png

 

 

6. Next, select the reason for the payment adjustment:

Single Card (Credit or Gift) Example:

2021-02-19_14-00-37.png

 

 

 

If your brand uses Split Payments (allowing multiple Credit Cards and/or Gift Cards to fulfill an order),  you will have the option on which Card you would like to partially adjust after you select the reason. Select the reason, and then click on the particular card you are looking to adjust.

Split Payment Example:

2021-01-29_10-07-26.png

 

 

7. Once you have the particular reason for the refund (and selected the particular card to adjust in a Split Payment Scenario), you can move forward with making a partial adjustment to the card. Depending on which state you are in, please ensure you are calculating the necessary tax rate for the refund or additional charge. For the Single Card scenario below, please enter what you want the new amount should be in each field. On the confirmation page, it will show you how much you will be refunding.  

 

Once you have made the necessary adjustment, please click 'Review Adjustments Details' to move forward.

Single Card Scenario:

2021-02-19_14-11-18.png

 

 

 

Split Payment Scenario:

Please make sure if are attempting a partial refund in a Split Payment scenario, you will need to add a (-) to the number.

2021-01-29_10-16-40.png

 

 

8. After moving forward with Review Adjustment Details, you will see the below page to confirm the adjustment you are about to process. Once you are certain of the details, you can move forward with processing the adjustment.

Single Card Scenario:

 

2021-02-19_14-12-49.png

 

 

Split Payment Scenario:

 

2021-01-29_10-27-17.png

 

 

 

9. Once you successfully process the adjustment, it will bring you back to the order page where you can view the adjustment transaction

 

 

2021-01-29_10-29-47.png

 

 

Important Information:
This will submit the refund or additional charge to the payment processors for settlement. You will not be able to reverse this action.

  • For any refund or additional charge you process, 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 credit card statement within 1 to 3 days.
  • You can only adjust an order once. For any subsequent adjustments within the order in question, please contact your processor for further assistance. 

If you do not see a tab mentioned in our Support site, it is likely because your account does not have that tab activated. If this is the case, please contact your Corporate team for more information.

 

 

 

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