Request review and process an F&B refund

Steps

1. Open F&B → Workspace → Payments and choose New refund. Viewing requires permission to view refunds; creation requires permission to request refunds.

2. Select the recent bill or enter its Bill ID, and include the relevant Order ID, Payment ID and outlet. Enter Requested amount, refund type, Reason code and Narrative and guest context.

3. Select the appropriate same-day, post-close or manual-follow-up context and enter any applicable offline reference. Review the linked financial records, then choose Create refund request.

4. Open the request in the refund control board and review its amount, state, source payment and close context. An authorised reviewer with permission to approve refunds can use Approve request or Reject request. High-value refunds may require approval automatically.

5. For an approved/eligible request, set Approved amount and the applicable Provider reference or Manual reference, then use the processing action offered for its current state. Processing and retries require permission to process refunds.

6. Follow the refreshed state through completion. Use Retry processing only for a failed request after resolving its cause; Cancel request is available for eligible unfinished requests with approval access. A submitted or approved request is not a completed refund.