Steps
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Open the guest request’s Dining cancellation review and choose Reload current decision. Inspect the linked order, preparation status, payment, settlement method and existing refund.
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With hotel-service management and refund-initiation permissions, choose the cancellation decision. If approving, review Inventory treatment; return unprepared inventory only when offered. Prepared consumption cannot be reversed as unused stock.
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Enter a reason, confirm that the current order/payment/inventory were reviewed, then choose Confirm cancellation decision or Decline cancellation request. Complete the required security verification.
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For hosted payments, a different staff member with refund approval permission reviews and chooses Approve existing refund. Room-charge cancellation may instead record an eligible folio reversal.
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An authorized refund processor chooses Process existing refund, or Check existing refund when the provider outcome is pending. Inspect the existing refund instead of creating another.
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Reload after stale state or an uncertain response. Only the provider’s processed outcome confirms the refund; a request or approval alone does not mean money was returned.