Editing & Refunds

Order editing lets merchant staff adjust an active order after it’s placed — remove an out-of-stock item, swap a variant, add something the customer phoned in — with the totals recalculated and the payment difference handled properly. You control the whole envelope from your admin dashboard: which statuses allow edits, who can edit, which refund methods are allowed, and when refunds run automatically.

Where to find it

• Configuration: Dashboard → Settings → Basic Settings → Feature (/settings/settings/feature-settings) — admin access required.
• Editing an order: the Edit Order button (pencil icon) on an order in Partner app → Orders → Live Orders.

When an order can be edited

Two settings define the edit window:

• Allowed statuses — which order statuses are editable. A common choice is to allow edits while an order is ACCEPTED or PROCESSING and lock it once it’s READY or 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, Edit Order simply doesn’t appear — staff can still cancel the order if your cancellation rules permit.

What the edit screen shows

Tapping Edit Order opens the edit view, laid out top to bottom:

• Customer details — name, delivery address with drop-off instructions, phone number with a call button, and the table for dine-in orders. Everything staff need to confirm a change with the customer is one tap away.
• Order items — each item with a per-item edit pencil, quantity adjusters, variant and add-on details, and any special instructions. Items added during the edit carry a NEW badge so staff and kitchen can see at a glance what changed.
• Payment handling — a live preview of the new total and exactly what the customer will owe or be refunded, before anything is confirmed.

Only one editor at a time

While someone is editing an order, it’s locked — a second staff member opening the same order can’t make conflicting changes. The lock is released when the editor finishes, and expires automatically if the editor’s device disconnects, so an order can never get stuck.

When the total goes up: collecting the difference

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

• Cash
• Card on delivery
• Card terminal
• Bank transfer

The order shows the outstanding balance until it’s collected, and every collection is recorded for reporting.

When the total goes down: refunds

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

Method	What happens
Original payment method	The refund goes back to the card or online payment the customer used
Wallet	The amount is credited to the customer’s wallet — instant, and the money stays on your marketplace
Cash	Staff or the driver hands cash back at handover
Bank transfer	Transferred manually and recorded against the order

Automatic refunds

Enable auto-refund and a prepaid order edited down is refunded immediately using your chosen default method — no extra step for merchant staff, no refund left dangling.

Wallet fallback

Card refunds occasionally fail or aren’t supported (an expired card, a gateway limitation). With wallet fallback enabled, the refund lands in the customer’s wallet instead of failing — the customer still gets their money instantly, and your support queue stays quiet.

Large-refund confirmation

Set a large-refund threshold and refunds at or above that amount require an explicit extra confirmation before processing — a guardrail against fat-finger refunds across hundreds of merchant staff you don’t directly supervise. Zero disables it.

Refunds to cards are irreversible

A refund to the original payment method can’t be pulled back once processed. The partner app warns before confirming irreversible refunds — worth covering in merchant onboarding.

Who can do what

Edit permissions are set per role, so a marketplace can let merchant staff fix orders while keeping money operations with owners or managers:

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

Roles are managed 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 one is already assigned, so they collect the right amount and deliver the right items.

Both switches are in the same Feature settings page. Channel options are covered in Communications.

Edits in reports

Every edit is tracked end to end. Under Dashboard → 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

The outstanding-by-outlet and aging reports are your collection radar: an outlet accumulating uncollected edit balances needs a conversation. See Reports.

Related: Live orders · Cancellations · Wallet · Payments overview