View Refund Reasons

Discover ways to reduce the amount of refunds you receive on your channels. Learn which locations, channels, and times require the most attention.


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To find this feature, select Analytics in the sidebar â‘  and choose Refund reasons â‘¡

Overview tab

At the top of the page, view some key refund metrics.

Filters

Customize the data by adjusting the filters at the top of the page. You can filter on timeframe, locations, channels, and custom tags.

Locations most impacted

View your locations sorted by refunded orders. Use this table to understand which locations are most affected by refunds. By selecting a location, you are sent to a page showing all refunded orders for that location.

Select the View more link to view a dedicated page for this information.

Revenue impact by refund reason

Find out the most frequent refund types and their impact on your revenue. Hover over a refund type for a detailed breakdown.

Refund reasons over time

This graph shows the total occurrence of a refund reason grouped by date. Hover over the graph to receive a detailed breakdown of the reasons and how often they occurred for that date. Select the dropdown at the top right to show/hide specific reasons.

Refunded orders by hour

Use this heatmap to gain insight into the times that produced the most refunds. The darker the sections, the more refunded orders. Hover over a time to view the total refunded amount and the reasons.

Problematic timeframes may indicate insufficient staffing or operational challenges.

Refunded orders by channel

The pie chart shows the total refund rate per channel. By hovering over a section, uncover the total refunded amount in addition to the amount paid by your restaurant and the channel.

Refunded orders tab

All orders are shown for the currently active filter.

Select the order to find out the cause of the refund. All related items are displayed.

Select the Order ID to view the order on the Orders page.

Locations tab

This tab shows your locations and their refunded orders, your refunds, channel refunds, and refunded amount. Select one of the headings to change the sorting of the table.

Select a location to view all refunded orders for that location.

Refund reasons

Here are the possible refund reasons and some tips on how to prevent them from occurring in the future:


Food Damaged: Ensure that items are packaged sufficiently.

Food Other: Contact the delivery channel for details.

Food Quality: Additional training or staff may be needed to improve food preparation.

Item Missing: Make certain that all items are included in the order. Use Deliverect Kitchen Display to streamline order preparation and packing.

Never Received: The delivery channel was unable to deliver the order. Contact your delivery channel if this is a regular occurrence.

Order Issue: Contact the delivery channel for details.

Order Wrong: Check that staff are always including all items and preparing them to the customer's wishes.

Unknown: Contact the delivery channel for details.