Refund & Wallet Policy

Understanding refunds, wallet credits, and point adjustments in the Fire Bowl system.

Refund System Guide

Wallet Refund System How Refunds Work Refund Methods Online Order Refunds Dine-In Refunds Refund Scenarios Points Adjustment Transaction Records Customer Notifications Refund Exceptions

Wallet Refund System

Fire Bowl's automated refund system ensures fair compensation when orders or items are cancelled. Refunds are credited to the customer's digital wallet for future use.

The system handles refunds, loyalty point adjustments, and customer notifications in real-time.

How Refunds Work

When a kitchen cancels an item or order, the system automatically processes the refund through these steps:

Item status updates to 'CANCELLED'

Refund amount is calculated from the item price

Customer wallet receives instant credit

Transaction record is created for audit

Order total is reduced

Customer receives notification

Loyalty points are adjusted proportionally

Refund Methods

Customers can receive refunds through multiple channels based on their preference:

Fire Bowl Wallet - Instant credit, available for immediate use

Wallet Withdrawal - Transfer to bank account (2-3 business days)

Bank Withdrawal - Direct bank transfer (3-5 business days)

Default method is Fire Bowl Wallet for fastest access.

Online Order Refunds

For online delivery and self-pickup orders:

Payment Methods Accepted:

▸• Cash on Delivery (COD)

▸• Card on Delivery

Refund Eligibility:

▸• Order not delivered or significantly late

▸• Missing or incorrect items

▸• Unsatisfactory food quality

▸• Order cancelled before preparation

Dine-In Refunds

For in-restaurant dining experiences:

Immediate Issue Resolution:

▸• Speak with your server or manager on the spot

▸• Issues resolved immediately when possible

Refund Options:

▸• Partial refund to Fire Bowl wallet

▸• Complimentary items or future credits

▸• Full refund in exceptional cases

Refund Scenarios

Different situations handled by the refund system:

Kitchen Cancels an Item - Specific item refunded, points adjusted proportionally

Kitchen Cancels Entire Order - Full refund, all points deducted

Failed Payment - Order stays pending, no refund processed

Delivery Failure - Full refund including delivery fee

Points Adjustment

Loyalty points are adjusted fairly when refunds are processed:

Points are deducted proportionally based on the refund amount

Customers keep points only for items they actually received

Points calculation is automated and transparent

Final points = Points earned - Points deducted (rounded down)

Transaction Records

Every refund is tracked in the wallet_transactions table:

Transaction ID - Unique identifier

Customer ID - Wallet reference

Order ID - Original order reference

Amount - Refund amount

Type - REFUND or ADJUSTMENT

Status - PENDING, COMPLETED, or FAILED

Timestamp - Date and time

Description - Reason for refund

Customer Notifications

Customers receive real-time updates about refunds:

In-App Notification - Instant alert with refund details

Email - Detailed refund summary

SMS - Brief notification for immediate awareness

Notifications include: Refund amount, updated wallet balance, points adjustment, order reference

Refund Exceptions

Refunds may not be available in these situations:

Fully consumed items

Orders delivered correctly but not received

Requests after 24 hours of delivery

Customer error in ordering

Refusal to accept valid delivery

Fire Bowl reserves the right to deny refunds that don't meet policy criteria.