Payment corrections

Once a payment is recorded, a manager can void it, change its tip, or undo a void. You can do it on the iPad, in Payments taken, or in the back office, under Service › Payments, as long as the day that took the payment is still open. The last section shows where each correction appears in the reports, the close and customer accounts.

Words used on this page:

• A payment is one cash, card or house-account charge on a check, with its tip.
• The day runs from when someone starts the day at the PIN pad until a manager runs Close the day. Every iPad payment belongs to the day that was open when it was taken.
• Live means still counted. Voided means taken back.

Who can correct a payment

Who can do this: a manager, every time.

• On the iPad, a signed-in admin or manager approves their own corrections. Anyone else gets the manager-PIN sheet. This always applies: your venue's approval switches (such as Voids of sent items) don't apply to payment corrections.
• In the back office, admins and managers — everyone who can sign in to it. Each correction is recorded under the person signed in.
• Only an active admin or manager of your venue can approve a correction.
• Corrections only work while the day that took the payment is still open. After Close the day, nothing can be corrected.

Open Payments taken on the iPad

Payments taken lists one check's payments, live and voided. A live payment has Tip and Void; a voided one has Undo. On the iPad, this is the only place to take a payment back or change its tip.

Anyone signed in can open it from the payment sheet. From Check history it is for admins and managers, because only they see the Check history tile.

To open it while taking payment:

1. Open the check and tap Charge $X.
2. On the first screen, tap Payments taken · N. N is the number of live payments on the check.
   • The button only appears once the check has collected something.
   • With a balance due, it sits under the four method cards, next to Discount / Comp. With $0 due, it sits above Discount / Comp and Close — no charge.

To open it for a check that is already settled:

1. Tap ···, then Check history.
2. Find the check and tap it (see Check history).
3. Tap Payments….

The sheet is titled Payments taken, with Close at the top left.

Read the list

1. A live payment is one row:
   • What it was: Cash, Credit card, Debit card, Card, House Account or Booking deposit, with "Seat N" added when it paid a seat.
   • Under that: the time, who took it, and "Tip $X" when it had a tip.
   • The amount on the right, then the Tip and Void buttons.
2. A voided payment is a struck-through row with a red Voided tag. Under it: when it was voided, who approved it and the reason. Its button is Undo.
3. Tap Tip, Void or Undo to open that payment's panel. While a panel is open, the list shows only that payment, and the button you tapped reads Cancel. Tap Cancel to close the panel and see the other rows again.
4. The result of the last action shows on one line at the bottom of the sheet: green when it worked, red when it was refused.

How the list behaves

• The sheet reads the check's payments when it opens and again after every action.
• Live payments come first, oldest first. Voided payments follow, in the order they were voided.
• Reasons show in the iPad's language. A reason typed under Other… shows as typed.
• The sheet grows and shrinks to fit what it shows. On a short screen, such as an iPad mini, its content scrolls.
• If the list can't load, the sheet says "Couldn't load the payments — try again." With no connection it says "No connection — check the network and try again."
• A check with no payments says "No payments on this check."
• House-account rows don't show the account's name. The back office does.
• While an action is being sent, Close and swiping down don't work.
• Other iPads pick up the correction on their floor.

Find a payment in the back office

Service › Payments lists every payment your venue took in a period, live and voided, night by night, with the same three corrections as the iPad: Tip… and Void… on a live payment, Undo void on a voided one. It is meant for the night itself and the morning after, while the day is still open.

Who can do this: admins and managers.

1. Open Service › Payments.

   • If a day is open, the page opens on Today.
   • If no day is open, it opens on Last night: the most recent night that took a payment.

2. To change the range, pick Today, Last night, 7 days or 30 days at the top right.

3. To search, type in Search table, amount or staff. You can type:

   • a table or guest name;
   • an amount as it reads on the slip ("860" finds $860.00);
   • who took it;
   • the tender;
   • a house account's name.

   Every word you type must match. Accents and capitals don't matter.

4. To see only voided payments, switch All to Voided. The number in brackets is the voided payments in the range.

5. The table shows the first 100 rows. Show N more adds 200 more each time.

To correct a payment, find its row and use Void…, Tip… or Undo void, as explained below.

Read the Payments page

• Above the table: the dates, then "N live · M voided".
• Rows are newest first, grouped by service night. Every payment, live or voided, sits on the night it was taken — a payment voided the next morning stays with its own night. Where a night begins and ends comes from Settings › Hours & scheduling › Service time.
• Each night has a header row: the date; "N payments · $total · tips $tips", counting live payments only; and a badge, Day open or Day closed · view only.
• The columns:
  • Time — when the payment was taken.
  • Order — the table's name; if there is no table, the guest's name; if neither, a short code starting with #. "· seat N" is added for a seat payment. A voided row also shows the Voided tag, then when, by whom and why, and "check reopened" if the void reopened the check.
  • Tender — Cash, Card, Credit card, Debit card, House account with the account's name, or Booking deposit for a deposit spent on the bill.
  • Total — the payment's amount, struck through when voided.
  • Tip — the tip, or "—". If the tip arrived on a different tender from the payment, that tender (cash or card) shows next to it.
  • Taken by — who took the payment.
  • The last column holds the buttons.
• A row only has buttons while the payment can still change, which means the day that took it is still open. Closed nights show no buttons at all.
• With no payments in the range the page says "No payments in this period." With no search matches: "No payments match."
• A voided house-account payment shows "House account · —": the account's name isn't shown on voided rows.
• Imported TouchBistro history isn't on this page and can't be corrected.
• Once a void is undone, the payment is live again, and nothing on this page shows it was ever voided.

Void a payment

Takes a payment off the books. Use it for a payment rung by mistake, on the wrong tender, on the wrong table, or twice. The check's balance comes back so the right payment can be taken, and a settled check reopens on its table.

Who can do this: a manager. On the iPad, a signed-in admin or manager approves it; anyone else needs a manager's PIN. In the back office, admins and managers.

On the iPad, on a check that is still open

1. Open the check, tap Charge $X, then Payments taken · N.
2. Tap Void on the payment.
3. Under Reason for the void, pick a reason. Rung by mistake is selected when the sheet opens; a different pick stays selected for the next void in the same sheet.
   • Rung by mistake
   • Wrong tender
   • Wrong table
   • Duplicate charge
   • Other… — type the reason in Specify the reason.
4. For a card payment, the panel tells you what to do on the card terminal:
   • With most reasons it warns: "Also void this charge on the card terminal — otherwise the guest pays twice." Void it on the terminal too.
   • With Wrong tender it says: "Don't void it on the terminal — record it again with the right card type." A wrong credit or debit pick is fixed by charging the payment again with the right type, the same tip and the same authorization code, without touching the terminal: its charge was right. See Taking payment.
5. Tap Void payment. If you are not a manager, the button reads Void payment — asks for manager PIN:
   • A manager types their 4-digit PIN on the Manager approval sheet.
   • The sheet shows what is being approved — for example "Void payment: $200.00 · Cash" — and under it the check and the name of the person asking.
6. The bottom line says "Payment voided." and the payment moves down to the voided rows.
7. Close the sheet. The payment screen shows the new balance. Charge it the right way.

On the iPad, on a settled check

1. Tap ···, then Check history. Find the check and tap it.
2. Tap Payments…, then follow steps 2 to 5 above. The panel adds: "This check is paid — voiding reopens it so the right tender can be charged."
3. If the payments left no longer cover the check, it reopens:
   • The line says "Payment voided — the check is open again."
   • The payments sheet closes and the check leaves Check history.
   • The check is back on the floor, on its table.
4. Go to the table and charge it the right way.

In the back office

1. Go to Service › Payments and find the payment.
2. Click Void…. The dialog's title is Void payment followed by the amount, the tender and the check — for example "Void payment — $200.00 · Cash · T4". Under it: "The payment leaves the books and the check's balance comes back; a settled check reopens on its table. Only while the day that took it is open."
3. Under Reason, pick a reason. Nothing is selected for you, and the button stays disabled until you pick one.
   • Rung by mistake
   • Wrong tender
   • Wrong table
   • Duplicate charge
   • Other… — type the reason in Say why, up to 160 characters.
4. For a card payment, the dialog tells you what to do on the card terminal:
   • With most reasons — and before you pick one — it warns: "A card charge is only the record — void it on the terminal too, or the guest pays twice."
   • For a Booking deposit payment there's no terminal warning, since no card was charged. The dialog says instead: "The amount goes back to the guest's deposit."
   • With Wrong tender it says instead: "Don't void it on the card terminal — the charge there is right. Record it again on the iPad with the right card type." A wrong credit or debit pick is fixed as on the iPad: void the payment, then charge it again on the iPad with the right type (see Taking payment).
5. Click Void payment. "Payment voided." appears and the page refreshes.

Clear a stuck check

A check can end up with a total of $0 but money paid: a payment was taken and every line was voided afterwards — for example, a cash tip rung as a part payment. On the payment sheet, Close — no charge refuses with "Payments exceed the total — refund pending: $X. Void the extra payment under Payments taken."

1. Open the check and tap Charge $0.00.
2. Tap Payments taken · 1 and void the payment, as above.
3. Close the payments sheet and the payment sheet.
4. The check now has no lines and nothing paid, so the order screen offers Close empty table. Tap it to close the check as an empty check (see Taking orders).

What a void changes

• The payment leaves the books. Every money figure — every report, the close and account balances — counts only live payments, so they all update on their own. Barform keeps a copy of the voided payment with who approved the void (the manager, not the person who asked), when and why.
• A reason is always required. Neither screen sends a void without one.
• What happens to the check:
  • Still open or partly paid: what has been paid drops by the payment. If other payments remain, the check is partly paid; if none remain, it is open again.
  • Settled: if the other payments still cover the total (a duplicate charge), it stays settled. Otherwise it reopens — partly paid if other payments remain, open if none do — and its closing time is cleared.
  • Voided as a whole: the void is refused.
• Voiding a payment is the only way to reopen a settled check.
• Seat payments: the seat counts as unpaid again.
• Tips: the payment's tip leaves the check's tips too.
• House-account charges can be voided like any other payment. The account stops owing the charge. If the charge was paid from the account's credit, the credit comes back, tip included.
• Booking deposit payments void like any payment. The money, tip included, goes back to the guest's deposit, and the bill can use it again; the iPad's panel says "The amount goes back to the deposit." Nothing is refunded to the guest by the void itself: what's left on the deposit after the night follows the deposit's rules (see Deposits for large groups).
• Drawer and card terminal: a void doesn't open the cash drawer and doesn't record a cash movement. At the close, a voided cash payment is no longer in the expected cash, and neither is its cash tip when cash tips stay in the drawer. A voided card payment is no longer in the POS card total — that is why a charge rung by mistake must also be voided on the terminal. A wrong credit or debit pick is the exception: the payment is charged again with the right type, so the terminal's charge stands.
• On the close: the iPad's Close the day lists the void as "Payment voided — " followed by the reason.
• Receipts: nothing prints when a payment is voided. The new payment prints as usual.
• Stock: a void that leaves the check paid doesn't touch stock. If the void reopens the check, its drinks go back on stock, and paying it again takes off whatever is on it then: drinks added after the reopen come off, drinks removed don't. If the reopened check is closed as an empty table instead, nothing more comes back — its stock was already returned.

When a void is refused

• The day that took the payment is closed. The venue must have an open day, and it must be the day the payment was taken in.
  • iPad: "The day that took this payment is closed — it can no longer be voided."
  • Back office: "The day that took this payment is closed — nothing can change."
• The table has a new check. If a settled check would reopen onto a table that already has another open check, the void is refused. Close or move that check first.
  • iPad: "This table has a new check open — close or move it before reopening this one."
  • Back office: "The table has a new check open — close or move it first."
• The whole check was voided: "This check was voided." on the iPad, "That check was voided." in the back office.
• Already voided, for example on another iPad: "This payment was already voided." on the iPad, "That payment was already voided." in the back office. The list reloads.
• Not found: "Payment not found — it may have been voided on another terminal." on the iPad, "Payment not found." in the back office.
• A retried charge can't bring back a voided payment. If a charge's answer was lost and a manager voided that payment in the meantime, tapping the same charge again doesn't record it. The next charge is a new one.
• The day can't close with a reopened check. A reopened check is open, so Close the day refuses until it is settled again: "Open checks must be paid or closed before the day can close."

Change the tip on a payment

Sets the tip on a payment that is already recorded, and the tender the tip arrived on. Use it when:

• the tip was left on the table;
• the tip was written on the card terminal's slip but never entered;
• the tip was mistyped.

The typical case: the card was charged with no tip, and the cash left on the table was the tip.

Who can do this: a manager, every time — the same as a void.

On the iPad

These steps work for every kind of payment. On a house-account payment there is no tender to pick: the panel says "Paid from the account's credit." (see What a tip change changes).

1. Open Payments taken, from the payment sheet or from Check history › Payments….
2. Tap Tip on the payment. The panel shows "Current tip $X".
3. Type the new tip on the keypad: whole pesos, and "." for centavos.
   • The keypad starts empty. Type the whole new tip, not the difference.
   • Type 0 to remove the tip.
4. Under Tip tender, pick Cash or Card: how the tip actually arrived. It starts on the tender the tip uses now.
5. Under Reason for the change, pick a reason. Left on the table is selected for you.
   • Left on the table
   • On the terminal slip
   • Wrong figure
   • Other… — type the reason.
6. Tap Adjust tip.
   • If you are not a manager, it reads Adjust tip — asks for manager PIN. The PIN sheet shows the new tip, then the payment — for example "Adjust tip: $160.00 · Credit card $458.40".
   • While nothing is typed, the button stays disabled with "Type the tip" under it. With Other… and no text, it shows "Specify the reason".
7. The line says "Tip adjusted."

In the back office

1. Go to Service › Payments and click Tip… on the row. The dialog's title is Adjust tip followed by the amount, the tender and the check. Under it: "The tip on this payment and the tender it arrived on. A house-account tip comes out of the account's credit."
2. Tip (MXN) already holds the current tip, with "Current tip $X" under it. Type the new tip: 160, 160.50, 1,500.00 and 180,50 all work. A figure the page can't read keeps the button disabled.
3. Under Tip tender, pick Cash or Card. It isn't shown for house-account payments. It starts on the tip's current tender; if the tip has no tender of its own, it starts on Card for a card payment and Cash for anything else.
4. Under Reason, pick a reason. Nothing is selected for you.
   • Left on the table
   • On the terminal slip
   • Wrong figure
   • Other… — type the reason.
5. Click Adjust tip. "Tip adjusted." appears and the page refreshes.

What a tip change changes

• The tip is part of the payment. The change replaces the tip and its tender. The payment's amount, time and who took it don't change, and neither does the check's balance, because a tip is never part of the balance.

• Tender: a card payment can have its tip in cash, and a cash payment can have its tip on the card. A $0 tip has no tender.

• No change: if the tip and tender are already what you entered, nothing is saved, and both screens say "The tip is already that."

• The check's tips are worked out again from its payments.

• At the close: a card tip is part of the card total expected from the terminal. A cash tip is part of the expected cash when Cash tips stay in the drawer until the count is on. The reports follow too (see How corrections show).

• Booking deposit payments: the tip comes out of what's left on the deposit, never on a tender. The iPad's panel says "Paid from what's left of the deposit." instead of the tender choice, and the back office shows no Tip tender. A tip bigger than what's left is refused: "That tip is more than what's left of the deposit — nothing changed."

• House-account payments: the tip is paid from the account's credit, never on a tender. A new tip above $0 must meet two rules:

  • After this charge and the new tip, the account must still be in credit or at exactly $0, measured against what the account holds now. Otherwise: "A house-account tip can only come out of the account's credit."
  • It can't be more than the account's paid credit, because courtesy credit never becomes a tip. Otherwise: "The tip exceeds the account's paid credit — comp credit never becomes a tip."

  Setting the tip to $0 is always allowed. On the iPad the two refusals read "A house-account tip can only come out of the account's credit — nothing changed." and "The tip exceeds the account's paid credit — nothing changed."

• On the close: the iPad's Close the day lists the change as "Tip adjusted — " followed by the reason. The back office keeps no history of tip changes: the Payments page shows only the current tip.

• Limits: the tip must be $0 or more. The back office also refuses more than $100,000.00 and any figure it can't read: "The tip must be a whole number of cents, zero or more." The iPad keypad takes up to seven digits of pesos.

• Only while the day that took the payment is open: "The day that took this payment is closed — it can no longer be changed." on the iPad, "The day that took this payment is closed — nothing can change." in the back office.

• A voided payment has no Tip button. If it was voided elsewhere first: "This payment was already voided."

• Changing a tip doesn't print anything.

Undo a void

Puts a voided payment back exactly as it was taken: its amount, tip, tender, card type, seat, time, who took it and its day. Use it when the void itself was the mistake, or when the guest whose payment it was came back. The check's balance follows: if the payment now covers the check, the check settles again.

Who can do this: a manager, every time — the same as a void.

On the iPad

1. Open the check, tap Charge $X, then Payments taken. The voided payment is the struck-through row.

2. Tap Undo.

3. Under Reason for undoing the void, pick a reason. Voided by mistake is selected for you.

   • Voided by mistake
   • The guest came back
   • Other… — type the reason.

   The panel notes: "The payment returns to the books as it was taken; the check's balance follows."

4. Tap Undo void. If you are not a manager, it reads Undo void — asks for manager PIN, and the PIN sheet shows what is being approved — for example "Undo void: $200.00 · Cash".

5. The line confirms the result:

   • The check still has a balance: "Void undone — the payment is back on the check."
   • The check is now fully paid: "Void undone — the check is paid again." The payment sheet closes and the check leaves the floor.

In the back office

1. Go to Service › Payments. To list only voided payments, switch to Voided.
2. Click Undo void on the row. The dialog says: "The payment returns to the books under its original time and taker, and the check's balance follows — as long as the check still has room for it."
3. Under Reason, pick Voided by mistake, The guest came back, or Other… with a reason.
4. Click Undo void. "Void undone — the payment is back on the books." appears and the page refreshes.

What an undo changes

• The payment comes back with its original time, who took it and its day, so it counts again on its original night, in its own day's close and on its original day in Income.
• The check becomes partly paid, or settled if the payment now covers the total. A check that settles this way gets the time of the undo as its closing time.
• A house-account charge: the account owes it again, or the credit is used again.
• The iPad's Close the day lists both "Payment voided — …" and "Void undone — …".
• The back office forgets the void: it disappears from the Payments page and from the Voided payments card on Sales.
• Nothing prints and the drawer doesn't open.

When an undo is refused

• The check has been settled again. An undo only works on a check that is still open. Once the check is settled, it is refused: "The check has since been settled — a settled check takes no payment back." That includes a check paid again another way, and a check that stayed settled because the voided payment was a duplicate. Check history only lists settled checks, so an undo never works from there.
• The payment no longer fits: "The check was collected again — this payment no longer fits its balance."
• The day that took the payment is closed: "The day that took this payment is closed — it can no longer be changed." on the iPad, "The day that took this payment is closed — nothing can change." in the back office.
• A house-account charge with a tip: the tip must still fit the account's credit as it is now; otherwise the undo is refused.
• A booking deposit payment: the deposit must still hold the amount and its tip — since the void, it may have gone to another bill, a refund or a keep. Otherwise: "What's left of the deposit no longer covers this payment — nothing changed."
• Already undone: "That payment is already back on the books." on the iPad, "That payment is already live." in the back office.
• The iPad can't reach the voided row: once an open check has no live payments, the iPad can't show it (see Open Payments taken on the iPad). Use the back office.

How corrections show

A void takes the payment off the books and a tip change edits it, so every figure that counts payments is right without any extra step. Here is where each correction appears.

To see the voided payments of a period:

1. In the back office, go to Reports › Sales and choose the range.

2. Scroll to Checks. The Voided payments card has the header "N voided · $total" and these columns:

   • Voided — when;
   • Order, with "check reopened" when the void reopened it;
   • Tender;
   • Total, with "+ tip $X";
   • Taken by;
   • Voided by;
   • Reason.

   With no voids it says "No voided payments in this period."

3. Service › Payments, switched to Voided, gives the same list night by night, with the Undo void button.

To review tonight's corrections before closing:

1. On the iPad, open ··· › Close the day.
2. The Voids and Comps card has one row per correction since the drawer opened, made on any iPad or in the back office, each with its reason:
   • "Payment voided — …", "Tip adjusted — …" and "Void undone — …";
   • "Account payment voided — …" and "Account payment restored — …": a payment or credit into a customer account voided, or its void undone (see Customer accounts);
   • "Comp undone — …": a comp taken back (see Discounts and comps).

Where each figure moves

• Today and Sales count only live payments. A voided payment leaves its night's sales, tips and bill count; a tip change moves the night's tips; an undone void comes back. The night is the night the check was opened, whenever the payment or the correction happened: a check reopened by a void and charged again the next day still counts on the night it was opened. See Sales.
• "Voids" on Today and Income aren't payment voids. Today's Voided items and Income's Voids count lines voided on checks.
• The Sales "Voided payments" card puts a void on the time it was voided. The Payments page puts it on the night the payment was taken.
• Income counts money received, on the day each payment was taken. A voided payment leaves its day, an undone void returns on its original day, and a tip change moves that day's tips. See Income.
• Shift closes (Z) and the iPad's close: the Z is worked out when the day is closed, from that day's payments. Corrections are refused once the day is closed, so a closed Z never changes afterwards. Corrections made before the close are already in it:
  • expected cash = opening float + cash payments + cash tips (when they stay in the drawer) + cash paid into customer accounts + cash in − cash out;
  • POS card total = card payments + the tips that arrived on card.
• The Z's "Voids · Comps" line counts voided lines only. Payment corrections appear on the close's Voids and Comps card.
• Customer accounts: a voided house-account charge shows in the account's history struck through, as "Charge · voided", with the reason, and no longer counts in the balance. After an undo it shows as a normal charge again. Payments and credits into an account have their own void, in the account's history, and a charge on the wrong account can be moved to the right one, even after the close. See Customer accounts.
• Check history: a reopened check isn't settled any more, so it drops out of Check history until it is paid again.

Good to know

• Cash tips stay in the drawer until the count (default on) decides whether a cash tip change moves the expected cash (see Change the tip on a payment).
• The back office shows no history of tip changes or undone voids. Only the iPad's close card shows them, for the day being closed.
• Imported TouchBistro history isn't part of the payments and can't be corrected.
• After Close the day, nothing can be corrected, by design.

Related

• Taking payment
• Check history
• Customer accounts
• Closing the day
• Cash drawer