Refunds

Anything settled in Rowie can be refunded, fully or partially, from either the vendor portal or the mobile app.

Issue a refund

From the vendor portal:

1. Click Orders in the sidebar (under the FINANCE section) and open the transaction.
2. Use the refund action and choose a full refund (the entire total) or a partial amount up to total minus existing refunds.
3. Optionally add a reason and confirm.

From the mobile app:

1. Open the History tab at the bottom of the screen (the screen title is "History").
2. Use the filter chips at the top (All, Succeeded, Refunded, Failed) to find a specific row, then tap the transaction.
3. On the transaction detail, tap Issue Refund at the bottom (red). The confirm modal shows the refundable balance and an amount input pre-filled with the full remaining amount. Edit it down for a partial refund, or leave it as-is for a full refund, then tap Refund.

How the money flows

• Card payments (Tap to Pay, manual entry). Stripe issues the refund to the original card. It usually clears the customer's statement in 5 to 10 business days. The refund is debited from your Stripe balance. If you don't have a positive balance, Stripe pulls from your bank account.
• Cash. There's no money to move electronically. The refund is recorded on the transaction. Your physical cash drawer is the source of truth, so hand the customer their refund directly.
• Split. Each piece is refunded with the method it was paid in. Cash pieces are records-only. Card pieces fire a Stripe refund.

Partial refunds

You can refund less than the total (e.g. one item from a four-item order). Multiple partial refunds are allowed up to the order's settled amount. Once total refunds equal the settled amount, the order is marked refunded.

Refunding a session

Settled table sessions create an order. Refund that order via Orders the same way. The session itself stays settled. The order tracks the refund.

To cancel an open session (before settle), use the cancel action on the Session detail screen in the app.

Disputes (chargebacks)

If a customer disputes the charge with their bank instead of asking you for a refund:

1. The dispute appears under Disputes in the vendor portal sidebar within about 24 hours of the bank filing.
2. The disputed amount is held from your balance.
3. The Disputes page has filter chips: All, Needs Response, Under Review, Won, Lost. Open the dispute to submit evidence (receipts, photos, signed contracts). It forwards to Stripe.
4. Outcomes typically take 60 to 75 days. If you win, the held funds are released. If you lose, they're forfeited plus Stripe's dispute fee.

Once a dispute is open you can't refund the underlying order. Respond to or accept the dispute from the Disputes page.