Diner cancellation requests appear right on the order in your live queue — approve or decline each one. When you approve cancelled items on a paid order, a refund review is queued: issue the refund with one tap, and the diner gets back the full tax-inclusive amount for those items, including their GST and service-charge share.
Diner requests
A diner can request to cancel their whole order or specific items (including part of a quantity, like 1 of 2). Each request comes with the diner's reason and note. Approve what the kitchen can still stop; decline what's already being made — the diner sees the outcome on their phone either way.
Issuing refunds
For orders paid by card or PayNow:
- The cancelled paid items appear in refund review on the order.
- Tap Issue refund. The money returns automatically to the diner's original payment method.
- The amount is the items' full price including their GST and service-charge share — the diner is never short-changed on tax.
Refunds are recorded in a ledger tied to the order, and they show up in your Daily Close so your books tie out.
Cash orders
If an order was settled in cash (marked paid-cash from the queue), there's nothing to send back through the payment rail — hand the cash back at the table and record it as a manual resolution with a short note. That keeps the order's history honest.
Replacing instead of refunding
Sometimes the better fix is a replacement dish. Agree it with the diner, then record the cancelled item as a manual resolution noting the replacement — the paper trail stays complete without moving money twice.
You can cancel too
If the kitchen runs out of something, you don't need to wait for a request — cancel the item from the order with a reason, and the same refund flow kicks in for paid items.