Processing Refunds

Refunding a Paid Order is a *2-step* Process!

1. To Return Money to the Card:
   Refund the order in the Order Queue or Payment Processor Dashboard.
   
   
2. To Restock Inventory:
   Refund the order in your POS.

Refunding the Order in Buddi (Order Queue)

1. Submitting Refund Details:
   In the Order Queue, hit 'REFUND PAYMENT' to open a pop-up window where you can enter the details for a full or partial refund.
   
   After submitting, the order listing will be updated to say that the Payment was fully refunded.
   
   
2. Notifying the Customer:
   You can send a notification message to the customer saying that the order has been cancelled. Select 'Cancel' in the order status dropdown. This will automatically send the customer a text or email message.

Partial Refunds

Partial refunds can be completed in Buddi or your payment processor dashboard.

If you are trying to process a partial refund from the Order Queue and are getting the error message, "Last Refund Error: The settlement has not been batched for partial refund yet" you would have two options:

1. Wait for the transaction to settle before re-attempting the partial refund; or
2. Log into your payment processor account to void/refund the charge.

If you're a business owner accepting card payments, batches and settlements are crucial aspects of your daily operations. Settlements ensure the money you earned gets into your business bank account, even though card transactions are approved in real-time.

Article: Batches and Settlements (External)

Refund Permissions

• Only admin accounts or staff accounts with 'Refunds' permission can process refunds.
• General Staff accounts no longer have a 'REFUND PAYMENT' button (it used to).
• If the 'REFUND PAYMENT' button isn't visible after adding permissions, re-login to see the changes. 
  

Inquiring about Specific Transaction Details

• Access your payment processor dashboard for real-time account activity (including refund status); or
  
• Reach out to your payment processor directly:
  
  Merrco 
  1-800-957-0534    |    support@merrco.com    |    Merrco Dashboard
  https://www.merrco.com/support
  Article: Refunds for Merrco users
  
  Moneris
  1-866-319-7450    |    eproducts@moneris.com    |    Moneris Dashboard
  https://www.moneris.com/en/support
  Article: Refunds for Moneris users
  
  Global Payments
  1-441-505-0785    |    ca.ecomsupport@globalpay.com    |    Global Payments Dashboard
  
  Cova Pay
  1 844 667 2682   |   covapay@covasoftware.com   |    Cova Hub

NOTE: Buddi does not handle payment processing for cannabis retailers. We integrate with payment processor providers to run our e-commerce platform. All transactions are sent to their system for processing.