Managing payments & refunds on App8

Managing payments & refunds

Understanding how payments and refunds work is essential for providing a smooth customer experience. This guide will walk you through the App8 payment process, including when guests are charged, how pre-authorization holds work, and the steps to issue full or partial refunds. Follow these instructions to efficiently manage transactions and assist guests with any payment concerns.

Payment process

1. Guests are not charged until their order is accepted.
2. A pre-authorization hold appears on the guest’s card when they place an order:
   • If the order is declined, the hold disappears within 7 business days, and no refund is required.
   • If the order is accepted, the guest is charged in full.

Processing a full refund

1. A full refund can be processed directly from the App8 Manager.
2. Click "Refund" in the "In progress" or "Completed" tab.
3. Select the "Full" button and input the amount and reason for the refund.
4. The refund will be processed within 7 business days.

Processing a partial refund

1. Partial refunds can be processed using the tablet for orders in the "In progress" or "Completed" tab.
2. Select the "Partial" button and input the amount and reason for the refund.
3. If more than 3 days have passed since the order, submit a ticket above with the Order ID and refund amount.