OpenPOS Delivery Fees, Payouts & Refunds

Delivery orders can go out with your own drivers or with OpenPOS Delivery, where OpenPOS sends a courier for you. The money works differently for each. This article is for owners and managers who handle delivery orders and refunds.

Where to find it

1. Choose My Team (your drivers) or OpenPOS Delivery in the delivery settings of Store Settings › Services › Online Ordering. See delivery options.
2. Refund a delivery order from the Orders page. See Set Up Payments & Understand Pricing.
3. See delivery fees in Reports › Sales. See Reports & Analytics.

Good to know

• My Team — your store sets the delivery fee and keeps it, along with the tip, because your store pays the driver.
• OpenPOS Delivery — OpenPOS sets the guest's delivery fee at checkout from the courier's price for that trip, keeps it and pays the courier with it, and the tip goes to the courier. Neither is in your payout, and the courier isn't your expense. Food and tax are always part of your payout.
• Before a courier is engaged (a delivery partner has accepted the trip or a courier is assigned), a full refund includes the delivery fee and the tip.
• After a courier is engaged, the delivery fee and the courier's tip can't be refunded, because the courier is already being paid. A full refund gives back everything else, and you can always refund the food, in full or in part.
• In Reports › Sales, delivery fees retained by the platform are shown separately, so your sales aren't overstated.

If something's not working

• Can't refund the delivery fee or tip? Check the order's status — once a courier is engaged, they stay with the courier.
• Still stuck? Email [email protected].