Refunding a customer for an Online Payment or eVoucher redemption associated to an Order can be performed by using the Self-Service functionality built into YUMBI Dashboard.

A refund can be performed by following these easy steps:

  1. Log on to YUMBI Dashboard using your YUMBI credentials.
  2. Select the restaurant for which you want to process an order, from the drop-down menu.
  3. Click on View Orders.
  4. Search for the particular order (either through a mobile number or name).
  5. Click on View.
  6. Provide a reason for the refund request (using the drop-down menu).
  7. Click Refund.
  8. The customer will receive an SMS with the confirmation that a refund has been issued.

It's important to note that if the refund is been performed before 6 pm on the same day the payment was made, a refund status of `Reversed` will be shown. For refunds performed after this period, the refund status will be `Refunded`.


Who can perform a refund request?

The refund functionality is only available for YUMBI Dashboard users to have been assigned the Franchisee Role for a particular restaurant.

How long does it take for a customer to receive their refund?

Once a refund request has been successfully submitted, it can take up to 5 business days for credit/debit card payments to reflect back into the customer’s bank account. This is entirely dependant on which bank the customer banks with.

How far back can I go to refund a customer? 

Refunds can be performed for orders which were placed up to 90 days in the past.

What if I refund the wrong customer? 

We recommend being careful in terms who can refund the customer and double-checking that the right transaction is refunded. A refund initiated is final and cannot be reversed.

How will refunded money be collected from my restaurant?

If your restaurant is receiving online payments by way of a Brand managed Treasury account, the amounts refunded to customers will automatically be deducted from the daily settlement batch which is generated for your restaurant on that particular day.

Are there any fees to perform a refund?

Unfortunately, a nominal processing fee will be charged for all payment refunds performed. Please contact your YUMBI account manager to confirm this fee for your restaurant.