💳 How to issue a refund (Full or Partial)

🇬🇧 UK / 🇦🇺 AU / 🇸🇬 SG

Refunds are processed through LOKE Office.

🧾 To issue a full refund:

1. Log in to LOKE Office.

2. Go to Transactions in the sidebar.

3. Search for and open the customer’s transaction.

4. Click the arrow on the right to view transaction details.

5. Select Refund, then confirm to process a full refund.

6. If you don’t have permission, contact your Head Office or LOKE Support to complete it on your behalf.

7. Refunds appear instantly in Stripe, though banks can take up to 5–10 business days to return funds to the customer.

💰 To request a partial refund:

1. Go to Transactions and locate the order.

2. Click Get Support next to the order.

3. In the message box, include:

   • The reason for the refund

   • The exact amount you would like refunded

4. Once submitted, this sends the order details directly to the LOKE Support team, who will process the partial refund for you.

🔗 View full guide

🇺🇸 USA

Refunds are handled through LOKE Manager.

🧾 To issue a full refund:

1. Log in to LOKE Manager.

2. Locate and open the customer’s order.

3. Tap Rejected.

4. Choose a reason for rejection.

5. If you see the Include Refund toggle, make sure it’s turned ON — this will automatically refund the payment.

   • If your version of LOKE Manager does not show this toggle, simply marking the order as Rejected will still process the refund automatically.

6. Confirm the rejection.

7. Finally, void the same order in your POS system (e.g., SpeedLine) to keep your reporting accurate.

💰 To request a partial refund:

Partial refunds can’t be processed directly in LOKE Manager.

1. Find the order in LOKE Manager.

2. Click Get Support next to the order.

3. In your message, include:

   • The reason for the refund

   • The amount you want refunded

4. LOKE Support will handle the partial refund for you.

🔗 View full guide