How do I refund an order?

How do I refund a live order?

To refund a live order you can always navigate to the order details page (Orders > Live then click on relevant order card) and find the 'Refund Order?' button at the bottom of the page.

Refund a completed order

To find the order details for a completed order, navigate to Past Orders > Completed then click on the  relevant order card - from this page you will then have the option to refund the order.

Please note: for security reasons, we do not allow a refund to occur more than three days after a transaction. To process a transaction more than three days after the order took place, you will need to get in touch with the Dines Support team.

Can I cancel an order without refunding the customer?

To cancel a live order without refunding, navigate to the order details page (Orders > Live then click on order card) and find the 'Cancel order?' button at the bottom of the page.

Why is my customer still seeing a charge for a cancelled order?

When submitting an Order Request through Dines, the value of the bill is 'pre-authorised' by the payment processor, which means the funds required to cover the cost of the bill are taken off of your customers 'available balance' and held aside to be sent to the you when you accept their Order Request. 

When the Order is declined, the pre-authorised amount will be released and the funds will return back into your customers card's available balance.

Depending on how their card issuer handles pre-authorised charges, this may appear as either a Refund on their card statement, or they will simply have this 'Pending' charge value disappear from their card statement shortly and their available balance will increase again.