Introduction to Orders: statuses, details & refunds

What is the Orders section?

The Merchant Hub Orders section is a record of every transaction in your store. Each order shows what was sold, how it was paid, which staff member rang it up, and whether anything was refunded.

The Order List

The Order List shows every order across your company. Filter by Status or Source. You can also search by Order Number.

Order statuses

• Completed – The order is finished and paid.

• Processing – The order is being prepared (often used by online orders).

• Pending / On Hold – The order exists but isn't fully processed yet.

• Parked – The order was saved at the till for later. See General Settings → Park Order for behavior.

• Cancelled / Failed – The order didn't complete.

• Refunded / Partially Refunded – Some or all of the order was returned to the customer.

Click any order to view its details.

Order Details

The order details page shows everything captured at the time the order was placed: items, customer, payments, staff member, and refunds. The Activity timeline at the bottom shows every event on the order in chronological order — created, paid, refunded, and so on.

Refunds for orders are completed in Run.

How do I issue a refund?

1. Navigate to Run and open or resume a session.

2. Click the Orders icon on the top navigation bar.

3. Select the order you want to refund.

4. Click Refund in the order details page.

5. Choose Full refund (refunds the entire order) or Partial refund (choose which items to refund and by how much).

6. Confirm. The original payment method is used for the refund — card payments refund back to the card, cash payments are handled at the till.

The order's status updates to Refunded or Partially Refunded, and a refund entry appears on the customer's order history.

Note: Refund permissions depend on your role. If the Refund button is missing or disabled, ask your Owner to update your role.