Refund Report

Introducing New Refunds by Marketplace Report

Review all refunds issued across your marketplace, with late refunds (those issued outside the billing period) clearly highlighted. This helps you manage discrepancies between invoices and payouts, and spot outlets that may be refunding more than expected.

Refunds Report

The ‘Refunds by Marketplace’ report gives you visibility over all refunds issued across your marketplace, and flags those that were processed outside the original billing period.

It’s a useful tool for spotting patterns, keeping outlet behaviour in check, and maintaining financial accuracy between invoices and payouts.

What it shows

For each refunded order, the report displays:

• The original order date.

• The refund date.

• The refunded amount.

• Whether the refund was issued within or outside the original billing period (late refunds are highlighted in red).

Why late refunds matter

Redbox operates on a Monday - Sunday billing week, with invoices and payouts issued the following Monday.

Here’s the issue:

• If an order is refunded after the billing week it belonged to, it won’t be removed from the original invoice (which has already been issued), but will reduce the next payout to the outlet.

• This creates a mismatch: the outlet’s earnings for one week are overstated on the invoice, and reduced in the following week’s payout.

You can use this report to spot these late refunds and, if needed, issue manual receipts or notes to keep financial records tidy.

Monitoring refund behaviour

Aside from timing, this report also helps identify outlets that are refunding too frequently.

• A high refund count could suggest:

  • Operational issues (e.g. food quality, missing items, delivery delays)

  • Abuse of the refund system

  • Staff training or reliability problems

You should keep the overall refund volume low across the marketplace, and consider checking in with any outlets that issue refunds regularly or in high value.

Best practice

• Encourage outlets to refund within the same billing week when possible; this keeps payouts and invoices aligned.

• Review this report weekly to stay ahead of refund trends and prevent issues from going unnoticed.