Andromeda Helpdesk

Andromeda POS gives an option to cancel, refund or void an order. All 3 processes depend on the occasion of the order and on the pay type. If an order is not pre-paid or completed – it can be cancelled. If the order is pre-paid or already completed, then it can be refunded or voided. Reason for canceling an order, can vary from wrongly entered order, missed item in the order, or customer request for canceling the order. 

• All cancellations, voids and refunds for in-store orders are done and managed from store staff – supervisor, manager or owner, depending on each store preference. If the order is already cashed off and completed, please contact Andromeda Help Desk and specify which order number you want to cancel and an agent will cancel it for you.
• All online web orders should be again first cancelled, refunded or voided from in-store by store staff, but then need to raise a refund request either to Head Office (for all non-Andromeda web providers) or to Andromeda Helpdesk Team (for Andromeda web-provider).

        1. Refunding Orders in Andromeda POS:

            a. Refund In-store Delivery, Collection, Shop or Restaurant Orders:

Orders that are cashed off (completed) won’t have the option to be canceled, but instead will have a Refund button. Using “Toggle View” button to navigate to Order History will give you an option to see all completed orders. Find the order, you need a Refund for and press “Refund” button:

This will open a new window where you will be asked to enter reason for the refund:

 First confirm you have selected the correct order and then add a refund reason. Once done, a manager password will be required and with entering it, the process of order refund will be finished. The status of the order will change from “Paid” to “Refund”.

Refunding an online web order process requires some additional steps. First need to complete the refund process for in-store order as showed above. Then second part would be to raise a Refund request – for the actual refund:

• If the store is using Andromeda website – the refund request should be raised with Andromeda Helpdesk Team. Request could be raised via email or via phone – providing order details like total amount, order number, customer name and reason for the refund. 
• If the store is not using Andromeda website – the refund request should be raised with the store Head Office and should follow the Head Office agreed procedure/instructions.

NOTE: this function will be available only for customers, who have integrated card terminal machine with Andromeda POS (Payment sense or Dojo)! Integrated Card Processing not only offers reduced mistakes for card payments, but also processing any Card Refunds when needed whether in full or in part. The steps to performing refunds are the same regardless of the occasion and require the right permissions. Refunds are processed in Order History (Main Menu > Settings > Order History):

• An order must be completed in full and paid by card before they are able to be refunded.
• Select the order to refund (if the order has split payments, then in the payment breakdown panel in bottom right, select the card payment to refund)
• Select the 'Refund Payment' button:

• Check that you have selected the correct order
• Input the amount to be refunded up to the amount of the card payment
  • Select the 'Refund' button
  • This will then send the amount inputted to the terminal where you will then need to input the card details as for a normal transaction (NOTE: No card details are sorted in the POS)
  • Once the transaction has completed on the terminal, follow the on-screen prompts and wait for the refund to save and the refund box to close
  • The refunded amount will now display in the payment breakdown panel (NOTE: Additional refunds can be done until the full value paid by card of the order has been reached)

Andromeda Portal provides a “Cancellations” report that combines all occasions and pay types cancellations, refunds and voids. The report also shows which store has cancelled the order (if more than 1 locations), order and customer details, store staff that have cancelled the order and the reason for the cancellation, refund or void. This report could be found on Andromeda Portal -> Reporting -> Finance -> Cancellations

In-store Andromeda POS provides 3 separate reports – Cancellation Report (SAL-03), Void Reason Report (SAL-15) and Refund Report (SAL-73). All 3 reports could be found under Supervisor -> Reporting -> Finance.