Refunding
On this page
Refunding on Dines is straightforward and designed with time-saving and accuracy in mind. Whether you need to refund a whole bill or just one particular item, this can be achieved in a few clicks.
In this guide, we will cover the different ways you can process refunds on Dines.
The main method
Refunding via Past Orders
A full guide on Past Orders can be found here, so we will focus solely on refunding for this article.
First, navigate to your Past Orders tab. You will find it at the bottom of your Dines app, or on the left-hand side if you are using a browser.
When the page loads, you will see a list of all your received orders. If you need to narrow down the order in question, you can:
- Use the Search function to search by the product the customer ordered, or their name (if they used Mobile Ordering).
- Apply a variety of filters, such as Date, Time and Amount.
- Search by the last four digits of the card used. To do this, tap the Transactions tab and use the search function. If the customer paid using Apple Pay or Google Pay, their last four digits will differ from their physical card. For help finding those, click here.
These are useful if you ever find yourself scrolling through pages and pages of orders. Once you have located your order, click anywhere on the row to open a new window with the transaction details, where you will see the full contents of the customer's order.
Refund options
Choosing how to refund
Click the Refund button, which takes you to the Payments tab. Clicking Refund again opens a few options for how you would like to proceed.
| Term | Description |
|---|---|
| Fully Refund This Charge | Refunds the entire amount charged to the customer. You will get one final pop-up to confirm. Tap Yes to complete the refund. |
| Partially Refund By Item | Refund based on the items the customer ordered. Tap the “-” button next to each item you want to refund, then choose Confirm Refund to finalise. |
| Partially Refund By Amount * | Enter a specific amount to refund, for example exactly £5 of an £11 order. Type your chosen amount and hit the Refund button below to action it. |
Use Partially Refund By Amount in rare cases only
A refund by amount is not tied to any specific item, so it will not reduce the sales recorded against the products in that order. This can skew your item and category reporting. Wherever possible, use Partially Refund By Item instead, which keeps your sales figures accurate. Only use a custom amount when no item-level refund fits the situation.
The above should be enough to action any refund request for a recent transaction. Refunds generally arrive back in the customer's bank account fairly quickly, but we advise allowing 5 to 10 working days for transactions to clear, as every bank is different.
Older orders
Refunds for orders over four days old
Refunds for orders over four days old may not be actionable via the Dines dashboard. This is due to processing times and payouts: after four days, the funds from the transaction may already have been transferred to you, so we no longer hold them on our system.
With this in mind, please email care@dines.co.uk if you need to refund an order more than four days old. Providing the following details will help us locate it quicker:
- Date
- Time (or at least a rough estimate).
- Last 4 digits of the card (note: these differ for Apple Pay and Google Pay users, as explained in this article).
- Total Amount
If you do not have the exact details above, please give us as much as you can and we will have a dig around. We are always happy to help.
If you have any questions or feedback, or a Knowledge Base article you would like to see, please get in touch.
