Refund and dispute routing
Refunds and disputes can involve the restaurant, tbltap, card issuers, and payment processors depending on the issue.
- Food, service, timing, and fulfillment issues usually start with the restaurant.
- Payment page, duplicate charge, or receipt issues can be sent to tbltap support.
- Card disputes follow processor and issuer rules.
What to collect before asking for help
Good context reduces support back-and-forth and helps separate restaurant service issues from platform or processor issues.
- For restaurant service issues, collect the restaurant name, visit date, table/order context, and what the guest expected.
- For duplicate-charge, payment-page, or receipt issues, collect the receipt, last four digits only when needed, payment time, restaurant name, and the URL or screen where the issue happened.
- Never ask guests to send full card numbers, passwords, one-time codes, or private credentials through support email.
Use the public terms
The current terms and policy documents are public and should be linked from store listings, checkout surfaces, support flows, and account settings.
- Use /docs/terms for the current public terms page.
- Use /docs/privacy for the current privacy page.
- Use the payments document for restaurant payment and payout terms.
Tag license questions
Tbltags are licensed products. Ordering tags is the license purchase path, and tags are not freely owned or transferable after purchase.
- Tag licenses stay tied to the restaurant/account context they were ordered for.
- A transfer to another restaurant, owner, account, or location requires a new license purchase through tag ordering or a support-approved process.
- Contact support before relying on licensed tags during ownership changes, location changes, or account migrations.