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In the web app, use History to refund a paid order, including any refundable tip. This dialog does not let you enter a partial amount or keep the tip.

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Who can do this?

Owners, Managers and Staff can refund orders for their shop. Follow your shop’s approval process before refunding.

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Where to do it

In the web app, open History and select the order. A new refund is available for paid or completed orders and for confirmed failed refunds. An order with a refund already in progress must be checked for its result first.

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Review and confirm

  1. Confirm the shop, order number and items.
  2. Select Refund and wait for the refund amount to load.
  3. Review the amount and currency. If a tip is included, the dialog says so. Use this displayed amount rather than adding a tip to the order total yourself.
  4. Select Confirm Refund when ready.
  5. Follow the refund status in History until its result is confirmed.
If another person changes the payment or tip while this dialog is open, close it, refresh the order and review the amount again. The refund is recalculated when confirmed, so an older preview may no longer match. Check the resulting refund amount in History. A cash refund records the return in Tapp; it does not transfer money to the customer. Arrange the actual cash return as part of your shop’s refund process. For other payments, submitting the request starts processing and does not mean the money is already back in the customer’s account. If the card payment is still only reserved, a full refund cancels that reservation. The customer may see the pending payment disappear rather than a separate credit. Check the confirmed result in Tapp; the app does not promise when the bank will update the account.

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Understand the result

Refund initiated means the request is still awaiting confirmation. You can close the dialog and check the order again later. Closing it does not cancel the refund. Refunded confirms that the refund has completed in Tapp. Refund failed means the attempt failed. Refresh the order before using an offered retry, especially if another team member has also been checking it. This screen stops automatic checks after five minutes; refund confirmation can still arrive later. If the result is unconfirmed, choose Refresh refund status. A connection error or an unchanged screen does not prove that the refund failed. Do not start another refund while the outcome is unclear.

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Platform and market notes

These steps describe the web app for shops in Great Britain and Germany. Refunds need an internet connection. Check the selected order’s currency and shop before confirming.

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Mobile tip choice

In mobile full-order refunds, Also refund the tip starts on. Switch it off only if the app permits keeping the tip, then review the total. A locked switch means the tip must be returned; changed payment details can impose this requirement after opening. Mobile refund checks stop after five minutes or a loading error. Use Refresh refund details to check again; a stopped check does not prove failure. Refund alerts are hidden in terminal mode; check History for the result. To return only the tip and keep the order payment, use the separate Refund tip only action. That action requires an Owner or Manager.

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Troubleshooting

If the amount cannot be loaded, refresh the refund status before proceeding. Do not estimate an amount from memory. If the app says the request was not authorized, check that you are signed in to the correct shop and ask its Owner to check your access. Refresh after access is restored. If the refund remains unconfirmed, contact Tapp support with the order number and message. If a later alert says the refund needs review, contact support even if History still shows Refunded. Do not issue another refund to resolve conflicting results. The status does not promise a bank arrival time.