]VIDEO TUTORIAL\] Processing Refunds and Cancellations
_\*If you need to process a partial item cancellation, you can edit the order by following the steps in this_ _link_.
Order Refund
- Customers may be refunded the full or partial order cost depending on what was delivered. If the order was cancelled, customers can expect a full refund.
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Delivery Fee Refund
- If the first assigned rider did not attempt to deliver the order, and a second delivery rider was booked, depending on who booked this, the customer or restaurant/ staff will be refunded the delivery fee.
Please fill out the [Delivery Refund](https://jjpjcxu8i20n.jp.larksuite.com/share/base/form/shrjpZHKY1fTEY84hMxG9NqYqaf?from=from_parent_sheet) Form
_Refund requests are subject to investigation. No refunds will be processed for customer errors (e.g., wrong order/address, unreachable, change of mind) or long wait time caused by third-party rider shortages (e.g., during holidays or inclement weather)._ _Please note that our policy does not cover refunds for cancellations stemming from merchant-side operational oversights, including but not limited to, a branch's failure to update order status._ _If the request is valid, refunds can be processed for the following: Missing/Incorrect item received, Product quality issue, and store is closed but not marked as closed._
When will I receive my refund? How do I follow up on my refund request?
Refunds are an integral part of any transaction, and we understand the importance of promptly returning any payment that is due. We strive to provide a seamless and hassle-free refund process to ensure that all users are satisfied.
Before following up on your refund, please review the estimated processing times below.
1\. Delivery Fee Refund
We will review the details and once confirmed, we will proceed with the process within 1-3 business days.
2\. Cancelled Order Refund
Once you approve the cancellation of your customer's order on the klikit app, order refunds will be automatically credited by our system.
- Credit card transactions will be refunded within 7 days. Refund will reflect in the next SOA after the 7days
- eWallet transactions will be automatically sent back to the same method of payment used within 1-2 days.
- Cash transactions will be handled in-store.
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