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Check the order number, shop, status and amounts before acting.

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Who can do this?

Owners, Managers, and Staff can read order details for their shop. Individual payment, refund, and tip-reporting actions have their own access rules. A visible order does not mean every action is available to your account.

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Where

In the web app, open History and select an order. Its side panel shows the order number and status before the remaining details.

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Read the status

A failed payment may show an untranslated status. Use the offered retry only after checking that the customer has not already paid. If a status is unfamiliar or the result is unclear, refresh the details before choosing an action. A draft still being built is normally handled in checkout rather than the history list.

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Check the recorded details

Review the linked guest when present, item names and quantities, subtotal, discount, tax, and total. The panel also shows available payment, team-member, comment, rating, and tip information. Owners and Managers can see the listed recipients, their tip shares and the sharing rule when available. Staff see their own share instead of other team members’ shares. A collected tip is not the same as the amount assigned to one person. The Paid with field names the payment method, even before payment succeeds. Check the order status to confirm payment. Item images can come from the current menu, while the order keeps its recorded item quantities and amounts. Do not use a changed menu image as evidence that the historical purchase changed. Check the order’s own lines and totals. Clicking an item can open its current menu details; this is not an editor for the historical purchase.

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Compare payment and refund amounts

Total shows the order amount before a separate tip. When shown, Total to collect includes the tip but does not confirm payment; Total paid describes the recorded collection. After a refund, check the breakdown instead of subtracting from the order total yourself:
  • Originally collected is the original payment amount.
  • Tip returned is the confirmed tip refund, already included in Total returned.
  • Total returned combines confirmed refunds for the order.
  • Remaining paid is the amount still paid after confirmed refunds.
Not available does not mean zero. Amounts can be unavailable while a refund is pending or its outcome needs checking. Refresh the order and contact Tapp support if the result stays unclear before arranging another refund.

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Platform and market notes

These steps describe the web side panel. Mobile, guest-page and terminal actions can update the same order; refresh afterward. In Great Britain and Germany, check currency and shop before comparing amounts. In the mobile app, receipt and Pay Later order cards show a saved order note beneath the order number when one is present. This displays the note; it does not edit it. The mobile amount summary shows separate tax rows when the order has multiple tax rates. Read these with subtotal and total.

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Troubleshooting

If an action disappears, refresh: available actions depend on order status. Check an in-progress payment before another attempt. If the order is not found, confirm the shop and number. Contact Tapp support if the current payment or refund result remains unclear. In the mobile app, an action on an unavailable order can fail and clear its selection. This confirms neither payment, cancellation nor refund. Check the shop and saved status before retrying.