How are payments, payouts, refunds and chargebacks handled?

Payments are processed via the integrated gateway (Stripe or configured provider). Key points:

• Payment Flow: Customer pays via the app (card, Pix, or Tap to Pay). The payment provider authorizes and settles the transaction. The amount appears in your restaurant’s Dashboard → Wallet as an available balance (after platform commission and processing fees).
• Payouts/Withdrawals: Restaurants request payouts from the Wallet to the registered bank account. Payout timing depends on your Stripe settings (daily/weekly/manual) and may be subject to a processing window (e.g., 1–7 business days). Dashboard shows payout history and fees.
• Refunds: To refund, open the transaction in Payments → Transactions, choose Refund, and follow the prompt. Refunds are processed back to the original payment method via the payment gateway and will appear in transaction history.
• Chargebacks & Disputes: Chargebacks are handled following gateway rules. Dashboard flags disputes and provides tools to upload evidence (order log, receipts, communications). The platform will notify you immediately so you can respond within the gateway’s timeframe.

Tips & Best Practices:

• Keep clear records of order acceptance, kitchen timestamps and customer communication to defend disputes.
• Regularly review fees and payout schedules in Settings to avoid unexpected delays.
• For high-value or group bookings, consider pre-authorization options to reduce no-pay risk.