This fix to Nomni Ordering is live now. You don't need to update the POS or change any settings.
It affects online orders that the customer paid partly by card and partly with Brandollars or loyalty points (a split payment).
What was wrong
When you rejected or fully refunded a split-payment order, Nomni tried to refund the whole order total to the card, including the part paid with Brandollars. The card provider refused the refund because it was more than the card paid.
When that happened:
The order stayed as paid and didn't move to rejected or refunded.
No invoice was created, so the order looked missing from your reports.
The customer's card stayed charged.
What changed
The card refund matches the card payment. On a reject or full refund, only the amount the customer paid by card goes back to the card. For example, on a $25.50 order with $22.55 paid by card, $22.55 goes back to the card.
Brandollars never go to the card. The Brandollars part of the order is never sent to the card provider.
A second refund for the Brandollars part works. Once the card part is refunded, refunding the rest doesn't try the card again. It also doesn't send the customer a second refund email or reverse their points a second time.
Loyalty points can still be refunded. If the order was paid by card and loyalty points, the points stay on the order after the card refund, so you can refund the points part from the POS.
Partial refunds are unchanged. A partial refund that is less than the card payment refunds exactly the amount you choose.
Orders paid only by card, or only with Brandollars, work the same as before.
How to reject a split-payment order on Nomni POS
Tap the trolley icon to open the Online Orders screen.
Find the order and tap its NEW status button.
In the popup, tap REJECT.
Enter a reason. This reason is sent to the customer.
What you should see: the order moves to rejected, and the card part of the payment is refunded to the customer's card.
How to refund a split-payment order on Nomni POS
Go to Order History.
Swipe left on the order and tap REFUND.
Select the items to refund.
Tap ONLINE to refund through the online payment.
What you should see: the order shows as refunded in Order History. The refund to the card is only the amount paid by card. Card refunds can take a few business days to show on the customer's statement.
If something goes wrong
An older order is still stuck as paid or missing from reports
This fix applies to rejects and refunds you make from now on. Orders that got stuck before the fix aren't corrected automatically.
Note the order time, the total and the last 4 digits of the card.
Contact us with those details so we can trace the order and fix it.
You see "Card capture is already fully refunded."
The card part of this order has already been refunded, so there is nothing left to refund to the card. Check Order History to see what was already refunded. If the customer is still owed money, contact us with the order details.
The loyalty points part won't refund after the card refund
Restart Nomni POS and try the refund again.
If it still fails, contact us with the order time, the total and the number of points used.
The customer says their Brandollars weren't returned
Contact us with the order time, the total and the customer's name. Don't try to refund the Brandollars amount to the card.
Need help?
Email support@nomni.ai or message us from the chat in Nomni Console. Tell us your venue name, the order time and what you have already tried.