How to process a Full or Partial Refund

To request a Full or Partial Refund

To request a full or partial refund with Direct Ordering, email the following details to support@itsacheckmate.com:

• Restaurant Name

• Restaurant Location

• Order ID

• Item(s) to be refunded

• Total dollar amount to be refunded

Support will confirm once the refund is processed. Customers will automatically receive an email confirmation notifying them of their refund. They should see the refund hit their payment card within 3-5 business days, depending on the speed of your payment processor.

To change the contents of your Refund Confirmation email:

1. Go to your Direct Ordering Admin Panel

2. Go to Settings > Communications > Confirmation Emails > Refund

To refund an order:

Remember, you can request a refund from support, but (depending on permissions) you also have the ability to refund an order for a guest yourself. Keep in mind that refunds cannot be reverted. To start, navigate to the Direct Ordering Admin Panel to perform and view reports for refunds. 

To cancel an order:

Remember, you can only refund a CLOSED order, that is, an order that has already been charged. If an order has a status of PENDING or OPEN, you can cancel/void the order yourself from your Direct Ordering Admin Panel before the customer is even charged by following the steps below. 
Note: Pending and Open orders can only be voided in full — there are no partial voids.