Processing Refunds in Chewzie Online Ordering
If you need to refund an order placed through Chewzie, the refund should be processed directly from the Chewzie back office. This ensures the transaction is handled properly and recorded correctly in the system.
Payments for Chewzie orders are processed through Stripe. Because of this, refunds should not be processed from the POS. If a refund or void is done in the POS, it will not sync back to Chewzie, which means the customer may not receive the refund and the transaction will not be recorded in Chewzie. This can also cause discrepancies in end-of-day reports. To avoid this, it is recommended to always process refunds from the Chewzie back office.
Refunds can take some time to appear on the customer’s bank statement. Depending on the bank, it usually takes around 7–10 business days for the refunded amount to show. Please also note that processing fees from Chewzie and Stripe are not returned when a refund is issued, as the original payment has already been processed. You can review refunded or voided transactions by downloading reports such as the void audit report or reconciliation report from the back office.
If loyalty points were used as part of the payment, those points will automatically be credited back to the customer once the transaction is refunded or voided.
Once a refund or void has been submitted, it cannot be reversed because the funds have already been sent back to the customer.
How to process a refund
To process a refund in Chewzie:
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Log in to the Chewzie back office.
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Go to Service, then select Sales Journal under the Sales section.
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Locate the sale you want to refund. You can search using the invoice number, date, or other filters.
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Click the invoice number to open the transaction details.
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In the Payments section, select Payment Refund.
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Enter the amount you would like to refund and select Process Refund.
After the refund is processed, the refunded amount will appear as a separate line under the original transaction for reference. This helps keep your records accurate and aligned with your reporting.
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