Customers should contact your restaurant directly for support, please ensure the correct contact information is listed in the Partner Portal. The contact information will be available on all Ritual Online Ordering receipts for customers to reach out. Be sure to respond to customers promptly and politely with a resolution (i.e. full refund, partial refund, no refund, store credit).
After receiving a customer inquiry, in the short term, you must request a refund from Ritual, on behalf of the customer. To do this, navigate to the Support tab on the left-hand side of the Partner Portal and under Select a Support Category choose Operations Issue and Select Your Issue choose Order/ Customer Issue.
Provide these details in the description:
- Date of order
- Customer’s email or phone number
- Exact refund details (i.e. item name/ refund amount)
- Provide a refund for the $3 chicken on the salad
- Provide a full refund on the entire order, including the drink, fries, and sandwich
- Provide a 50% refund on the entire order
We will process the adjustment within 2 business days and notify you when this is complete. Don’t sweat, we’re building self-serve tools soon so you can process refunds directly on the merchant device and in the Partner Portal!
For detailed information on how we process adjustments, please see below.