Editing orders & refunds

Customers change their minds, kitchens run out of things, and mistakes happen. Order editing lets your team change an order after it’s been placed — and handles the money side automatically, whether the customer owes more or is due a refund.

Order editing is a feature you enable and configure in your admin dashboard. Everything on this page — which orders can be edited, who can edit them, and how refunds flow — is under your control.

When an order can be edited

Two settings define the edit window:

Allowed statuses — you choose which order statuses are editable. Most restaurants allow edits while an order is ACCEPTED or PROCESSING, and lock it once it’s out for delivery.
Edit timeout — optionally, a time limit in minutes after which edits are no longer allowed (set it to zero for no time limit).

Outside the window, the Edit Order button simply isn’t available — staff can still cancel the order if your cancellation rules permit.

What staff can change

Tapping Edit Order opens the edit view, laid out top to bottom: the customer’s details (name, address with drop-off instructions, phone number with a call button, and the table for dine-in orders), then the order items, then the payment handling. From there an authorized team member can:

Add items — search the menu, pick variants and addons, or add a custom item. Items added during the edit carry a NEW badge so the kitchen can spot them instantly.
Remove items the kitchen can’t fulfill
Adjust quantities with the per-item quantity adjusters
Tweak a single item via its edit pencil — variant, addons, special instructions
Add fees — for example a packaging or special-request charge (separate permission, see below)

As the team edits, the app shows a live preview of the new total and exactly what the customer will owe or be refunded before anything is confirmed. Removed items remain visible on the order marked as removed, so the kitchen and the customer can both see what changed.

When the total goes up: collecting the difference

If the edit increases the total, the difference is collected through the collect-payment step with a physical payment method at handover. You choose which methods staff may record:

Cash
Card on delivery
Card terminal
Bank transfer

The order clearly shows the outstanding balance until it’s collected, and the amount is recorded against the order for your reports.

When the total goes down: refunds

If the edit decreases the total on a prepaid order, the customer is owed a refund. You configure which refund methods are available:

Method	What happens
Original payment method (online)	The refund goes back to the card or online payment the customer used
Store wallet	The amount is credited to the customer’s wallet for future orders — instant, and keeps the money in your restaurant
Cash	Staff or the driver hands cash back at handover
Bank transfer	You transfer manually and record it against the order

Automatic refunds

You can enable auto-refund so that when a prepaid order is edited down, the refund is processed immediately using your chosen default method — no extra taps. This keeps customers happy and removes a manual step during a busy service.

Wallet fallback

Card refunds occasionally fail or aren’t supported (an expired card, a gateway limitation). With wallet fallback enabled, the refund is credited to the customer’s store wallet instead of failing — the customer still gets their money, instantly, and you avoid a support headache.

Large-refund confirmation

You can set a large-refund threshold. Refunds at or above that amount require an explicit extra confirmation from the staff member before processing — a guardrail against fat-finger refunds. Set the threshold to zero to disable it.

Who can do what

Edit permissions are set per role, so you can give counter staff limited powers and keep money operations with managers. The four permissions are:

Permission	Allows
Can edit	Change items and quantities on an order
Can add fees	Add extra charges to an order
Can collect payment	Record additional payment for an edited-up order
Can process refund	Issue refunds for an edited-down order

A common setup: all staff can edit, but only managers can add fees and process refunds. Configure roles in Users & roles.

Keeping everyone informed

When an order is edited you can automatically notify:

The customer — what changed and the new total, with refund or balance-due details
The driver — if the order is already assigned, so they collect the right amount and deliver the right items

Both notifications are individually switchable in your order-edit settings. See Customer communications for channel options.

How edits show up in reports

Every edit is tracked: the original order, what changed, additional amounts collected, and refunds issued. Under Dashboard → Reports you’ll find a dedicated set of edit-order reports:

Report	Route
Edited orders list	`/reports/edit-order-list`
Outstanding balances by outlet	`/reports/edit-order-outstanding-by-outlet`
Edit transaction ledger	`/reports/edit-order-transaction-ledger`
Aging outstanding balances	`/reports/edit-order-aging-outstanding`
Edit telemetry	`/reports/edit-order-telemetry`

Use them to spot patterns — an item that’s constantly removed may have a menu problem, and an outlet piling up uncollected edit balances needs attention. See Reports & analytics.

Quick reference: editing a prepaid order down

Open the order in Partner app → Orders → Live Orders and tap Edit Order (the order locks for you).
Remove the out-of-stock item; the preview shows the refund due.
Confirm the edit. With auto-refund on, the refund processes immediately to your default method.
If the card refund can’t go through and wallet fallback is on, the customer’s wallet is credited instead.
Customer (and driver, if assigned) get notified of the change automatically.