Editing & refunds

Customers change their minds, kitchens run out of things, mistakes happen. Order editing changes an order after it has been placed and handles the money side — whether the customer now owes more or is owed a refund.

Where to find it

Dashboard → Settings → Configuration → Feature (/settings/settings/feature-settings) — Admin, Co-Admin

Editing an order itself is the Edit Order action on an order in the partner app.

The edit window

Two settings decide when an order can still be edited:

• Allowed statuses — which statuses are editable. Most operations allow edits while an order is ACCEPTED or PROCESSING and lock it once it is out for delivery. The choices are Pending, Accepted, Processing, Ready and Dispatched.
• Edit timeout — an optional limit in minutes after which edits stop being allowed. Zero means no time limit.

Outside the window the action simply is not there. Staff can still Cancellations if your rules permit.

What staff can change

The edit view runs top to bottom: the customer’s details (name, address with drop-off notes, phone with a call button, and the table for a dine-in order), then the products, then the payment handling. From there staff can:

• Add products — search the catalog, pick variants and add-ons, or add a custom line. Anything added carries a New badge so the kitchen spots it instantly.
• Remove products the kitchen cannot fulfil. Removed lines stay visible marked as removed, so kitchen and customer can both see what changed.
• Adjust quantities, or open one product to change its variant, add-ons or instructions.
• Add a fee — packaging, a special request. This is a separate permission.

Throughout, the app previews the new total and exactly what the customer will owe or be refunded, before anything is confirmed.

One editor at a time

While somebody is editing, the order is locked. A second staff member opening it sees who has it and cannot make conflicting changes. The lock releases when the editor finishes and expires on its own after a few minutes if their device drops off — so an order can never get stuck.

When the total goes up

The difference is collected at handover with a physical payment method. You choose which staff may record: cash, card on delivery, card terminal, bank transfer.

The order shows the outstanding balance until it is collected, and the amount is recorded against the order for reporting.

When the total goes down

A prepaid order edited down owes the customer a refund. Which methods are offered is yours to set — original payment method, wallet credit, cash, or bank transfer.

Automatic refunds can fire the moment an order is edited down, using your default method, which removes a step during a busy service.

Wallet fallback credits the wallet when a card refund fails or is not supported, so the customer is still made whole immediately.

A large-refund threshold makes refunds at or above an amount you choose require an explicit extra confirmation — a guardrail against a mistyped figure. Zero disables it.

Some refunds cannot be undone, and two cannot be made at all

A refund to the original payment method cannot be pulled back once processed, and the app warns before confirming one. Separately, card on delivery and card terminal are one-way collection channels that the platform cannot reverse — refund those as cash, bank transfer or wallet credit. See Refunds & disputes.

Who can do what

Four permissions, set per role, so counter staff can be given limited powers while money operations stay with managers:

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

A common setup: everyone can edit, only managers add fees and refund. Roles are in Users & roles.

Keeping everyone informed

Two switches: notify the customer with what changed and the new total, and notify the driver if one is already assigned, so they collect the right amount and carry the right products.

Reports

Report	Route
Edit Order Report	/reports/edit-order-list
Outstanding by Outlet	/reports/edit-order-outstanding-by-outlet
Transaction Ledger	/reports/edit-order-transaction-ledger
Aging Outstanding	/reports/edit-order-aging-outstanding
Order Edit Telemetry	/reports/edit-order-telemetry

Read them for patterns rather than individual orders: an product that is constantly removed has a catalog problem, and an outlet piling up uncollected edit balances needs a conversation.

Related: Cancellations · Refunds & disputes · Live orders · Users & roles