Refunding Orders in Aurus

Refunding Orders in Aurus

This guide will walk you through the steps to refund both online orders and in store orders through the Aurus Portal. Any 3rd party orders made directly through the vendor must be refunded through that merchant's online portal. 

Login Instructions
  1. Using the Aurus portal, login with your credentials using the website: https://stpl1.auruspay.com/
  2. The first time you log into the Aurus portal, you will need to add the "Payment Transaction ID" field to your accounts "Search" bar.
    1. In the top right corner, select "Settings" from the download arrow drop down. 
    3. Type in "Transaction ID" in the "Select Quick Search Fields" area in the "Setting for Financial Transaction Quick Search Configuration" section and click on it. 
    4. Once "Transaction ID" loads into the search field, hit the + sign to add the capability to your accounts "Search" bar and then click the save icon. 
Refunding OLO

  1. Look up the OLO order details to ensure you have all the information ready to complete the refund. Input the OLO order number in the "Full Order ID" section under the "Orders" tab in OLO.
  2. Once you login to Aurus, select "Search" on the landing page.
  3. From the drop down menu, you will see fields for "Transaction ID", "Start Date", "End Date", and "Store ID/Name".
  4. Set your dates for the range in which the order was placed. Best practice is for 30 days prior to the current date. 
  5. If you are a Multi-Unit Franchisee, please enter the specific store the order took place at in the "Store ID/Name" field. For Single-Unit Franchisee's, you may skip this step as your account is already linked to all your stores' transactions. 
  6. Enter the Transaction ID of the order you are refunding and select "Search".
    1. The Transaction ID is found in the order details in the OLO portal under "Custom Fields". If no Payment Transaction ID is present, this indicates the order is a 3rd party delivery and must be refunded from the merchant online portal (Grubhub, Doordash, etc.)
      1. Please note: Google orders are still refundable through the OLO Portal. If you see the "ordering Provider" listed as "Google" you will see a "Refund" button on the top righthand side of the order details page. Follow the instructions to refund the Google order directly through OLO.
  7. After clicking on "Search", the order will populate in Aurus. Select the hyperlinked Ticket Number to begin the refund. 
  8. Once in the ticket, enter the amount to refund in the "Request Credit Amount" field and hit "Refund" at the top or bottom of the screen. 
  9. A "Payment Confirmation" pop up will appear. Conduct a final review of the dollar amount to be refunded and select "Confirm". 
  11. A confirmation pop up will appear notifying you that the refund has been processed.
  12. Be sure to inform the guest that  their refund has been processed and they should see the money back in their account within the next few days. 

Refunding In Store Orders

  1. Once you login, select "Search" on the landing page.
  2. From the drop down menu, you will see gields for "Card# Last 4 Digit", "Start Date", "End Date", "Amount", and "Store ID/Name"
  3. Set your dates for the range in which the order was placed. Best practice is for 30 days prior to the current date. 
  4. If you are a Multi-Unit Franchisee, please enter the specific store the order took place at in the “Store ID/Name” field. For Single-Unit Franchisees, you may skip this step as your account is already linked to all your stores’ transactions
  5. Enter the last 4 digits of the credit card used for the order you are refunding.
  6. Enter the dollar amount of the order and select “Search”.
  7.  After clicking on “Search”, the order will populate in Aurus. Select the hyperlinked Ticket Number to begin the refund.
  8.  Once in the ticket, enter the amount to refund in the top righthand corner and hit “Refund” at the top or bottom of the screen.
  9.  A “Payment Confirmation” pop up will appear. Conduct a final review of the dollar amount to be refunded and select “Confirm”.
  10.  A confirmation pop up will appear notifying you that the refund has been processed.
  11.  Be sure to inform the guest that their refund has been processed and they should see the money back in their account within the next few days. 

Error Screens
  1. 0 Records Found – Check that all fields entered are correct (store number, Payment Transaction ID, last 4 of CC, date range, etc.) and research the order to see if changes need to be made.
    1. Please note: Same day transactions are too new and Aurus has not processed the payment yet. You will need to wait 24 hours to refund as Aurus needs the time to capture the transaction in the Aurus Portal.
  2. Transaction Declined, Transaction Already Refunded – This order has been previously refunded, and you cannot apply a duplicate credit.
  3. Transaction Declined, Generic Authorization Decline – There is no specific decline reason. It can be that the refund/transaction was refused, not honored, or simply declined.
  4. Transaction Declined, Illegal Transaction – The transaction was not permitted on the card (this is specific to Visa cards).
  5. Transaction Declined, Pick Up Card – The transaction was declined by the guest’s bank