Help guests with order questions from Inbox on your Owner Dashboard or in the Owner App. Open a request to see the linked order and choose how to respond.
Requirements
The Manage inbox permission (Admin or Manager by default).
For refunds: the Refund or charge orders permission (Admin or Manager by default).
See How staff and permissions work in Owner for details.
Open a request in the Owner Dashboard
Guest order requests appear under Support in Inbox.
Click Inbox in the left navigation.
Select Support.
Open the guest’s request.
Open a request in the Owner App
Use the Inbox tab to check requests from your phone.
Tap Inbox in the bottom bar.
Select Support.
Open the guest’s request.
Reply to the guest
You can write your reply in Inbox. It sends from your own email address or phone number, not from Owner.
⚠️ Finish sending the reply in your email or messaging app. Selecting the send arrow in Inbox opens that app but does not send the message.
Select the order-number card to check the linked order.
Write your reply in the message field.
Select the send arrow to open your email or messaging app.
Send the reply from that app.
To choose another contact method, open the actions menu and select Call guest, Text guest, or Email guest. Available options depend on the guest’s contact details.
Owner records the contact action, not the message you sent or whether it was delivered.
Refund an eligible order
You can give a full or partial refund when the request has a linked order that is eligible for a refund. For other refunds, contact Owner Support.
⚠️ Refunds cannot be undone. Check the order and refund amount before you confirm.
Open the request’s actions menu.
Select Refund to open the refund screen.
Enter the refund amount.
Add a comment explaining the refund.
Confirm the refund
Review the amount before completing the refund.
Select Refund with the displayed amount.
Select Confirm to issue the refund.
Come back to a request later
Opening a request marks it read for you. To leave it for later, open the actions menu and select Mark unread.