Help/Online Shop/Refunds and reviews
Refunds and reviews
When you cancel an order that was already paid, the shop keeps track of the money you owe back and asks the customer where to send it. You send the PayNow transfer yourself. After an order is handed over, you can ask the customer for a star review.
Screenshots use a fictional business and figures. Select an image to view it full size.
Give money back
Cancel the order from Orders or Queue. If money had come in, it now appears under Refunds, and on the Dashboard under Refunds to send.
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Each refund shows what you owe and whether you have the customer’s PayNow number. If you do not, press Ask them where to send it to email them a link, or Key it in myself if they told you.
One refund is ready to send. The other is waiting for the customer’s number. Send the money from your own banking app. Then press I have sent it. The customer is emailed a receipt for the refund, and a line goes into your P&L to take the sale back out.
Giving back only part? Press Send part of it first and type the amount. No refund due? Press No refund due and write why. The customer reads exactly what you write.
Check your bank first. If a customer tapped that they had paid but you never confirmed it, the refund carries a warning. You may be about to give back money that never arrived.
What the customer sees
The customer gives their number on their own order page. They type their mobile and tick a box to confirm it is their own PayNow number, because a wrong digit sends the money to a stranger.
Write your refund rules under Getting money back on the Orders tab in Settings. Customers see them before they pay.
Collect reviews
Once an order is ready or fulfilled, the customer can rate it with stars on their order page.
To ask for one, open a fulfilled order and press Email a review request, or the Request Review button to send a written message by WhatsApp or email.
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On the Reviews page, Not Reviewed Yet lists fulfilled orders with no review, each with a WhatsApp button to ask.
Your reviews, and the orders still waiting for one.
Approve reviews
Open Approval Settings on the Reviews page and choose:
- Auto-approve all reviews: every review appears at once.
- Auto-approve a number of stars and up: lower ratings wait for you.
- Manual approval for all: nothing appears until you approve it.
Press Save Settings. Waiting reviews are under Pending, with Approve and Reject. A published review can be taken down with Unpublish. Published reviews show on your shop as a star rating.
Questions
Does the shop send the refund for me?
No. The shop never moves money. You send a PayNow transfer from your own bank and record it here.
I pressed I have sent it by mistake.
Open the order in Orders and press Undo on the refund. The customer has already been emailed, so let them know.
Can I edit what a customer wrote?
No. You can approve, reject or unpublish a review, but not change the words.
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