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Correcting Integrated Payment Errors

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Sometimes you will need to void a payment with a credit card. There are different ways to do this depending on whether or not you have TouchBistro set up to have a customer sign on slip or sign on the screen. As well, the procedure is different if TouchBistro has added the payment to the batch. A specific set of steps has to happen before TouchBistro adds the payment to the batch.

Chapter 1. Assumptions

In the examples below, we’ll assume each transaction is our first table of the day.

We will also assume our credit card batch was submitted the night before and has $0 in the batch (you access your batch screen via Admin | Payment Gateway Options).

Chapter 2. Sign on slip

First, let’s look at how you can correct a credit card payment if you have TouchBistro set up for Sign on Slip. Sign on Slip, as the name implies, means after a card swipe, you present the customer with a printed slip they can sign and write in a tip.

This is enabled on your Payment Gateways screen.

Section 1. Initial Processing Steps

1. Swipe the card as prompted.

2. Tap Pay in Full. If you make a mistake at this point you can tap Cancel.

3. After running the credit card through, TouchBistro will print a merchant copy and a customer copy of the slip.

Section 2. Continue Without Closing Table

1. If you’ve made a mistake at this point, when TouchBistro presents the receipt option screen, tap Continue Without Closing Table.

2. If we back out of the table and open our batch payment screen at this point we can see TouchBistro has not yet submitted that card swipe to the batch as the batch is still at $0.

3. Return to the Checkout screen and tap Edit / Undo Payments. If the table has not split checks, you can use the option under Payment Options. If the table has split checks, you can tap the bill marked PAID and tap Edit / Undo Payments.

4. Tap Undo next to the credit card payment.

5. Tap Ok.

6. TouchBistro processes a void and prints two copies for your records and the customer’s records.

7. Tap Done.

8. You can now make any corrections as necessary. Rerun the card, accept a different form of payment, use options under Adjustments, or tab < Back and modify the order.

Section 3. Table is Closed

If you’ve run the card and then used one of the close table options, you can still undo the payment.

We can also verify the batch is still empty, even after you’ve closed the table.

1. To undo the payment with the table closed, tap Orders.

2. Tap the All Closed Bills tab.

3. You will see the bill has Tip Required next to it. Tap the bill’s cell and enter a $0 tip.

4. Tap the Information icon associated with the closed order.

5. Tap View/Edit Payments.

6. Tap the Information icon associated with the payment.

7. Tap Void Payment.

8. Tap OK.

9. Tap Done.

10. TouchBistro processes a void and prints two copies for your records and the customer’s records.

11. You’ll notice the order is still there. Tap the Information icon again.

12. Tap Reopen as a Tab.

13. Tap Yes.

14. Tap the All Bar Tabs tab.

15. You’ll see your order here, now marked as unpaid.

16. You can delete the order and start again or open the order and make necessary adjustments.

17. Again we’ll look at our batch and see nothing has been submitted.

Section 4. Table is Closed, Tip Entered, and Submitted

Let’s say you’ve closed the table, presented the slip to the customer, the customer enters a tip on the tip line and signs it. As we’ve seen, nothing is yet submitted to the batch. TouchBistro waits until you’ve entered the tip written down on the slip (which we term “closing your pre-auths”). However, you’re not at the point where you’ve actually closed your pre-auth.

First to review we’ll walk through closing a pre-auth:

1. Tap Orders.

2. Tap All Closed Bills and locate the bill that’s flagged for Tip Required.

3. Tap Tip Required.

4. Tap the Information icon.

5. Tap Enter Tip.

6. Enter the tip and tap Process Card.

7. Tap Yes.

8. Tap Done.

9. Tap Done again to return to the floor plan.

10. We can now examine our batch and we can see the payment is in our batch.

11. If the batch has not yet been closed we can still do a void.

12. Tap All Closed Bills and locate the bill.

13. Tap View/Edit Payments.

14. Tap the Information icon.

15. Tap Void Payment.

16. Verify the amount and tap Refund.

17. Tap Yes and then close the approval message.

18. TouchBistro prints merchant and customer copies of the void.

19. You’ll notice the order is still there. Tap the Information icon again.

20. Tap Reopen as a Tab.

21. Tap Yes.

22. Tap the All Bar Tabs tab.

23. You’ll see your order here, now marked as unpaid.

24. You can delete the order and start again or open the order and make necessary adjustments.

Chapter 3. Sign on Screen

Sign on Screen differs from Sign on Slip in that you let the customer sign on the iPad screen and select the tip electronically. As in the previous examples, we’ll assume here this is our first table of the day, our batch was submitted the night before, and the batch is $0.

Section 1. Continue Without Closing Table

1. After running the credit card through and tapping Pay in Full, TouchBistro prompts you to pass the iPad to the customer.

2. The customer is prompted to enter the amount and the tip. If a mistake is made at this point, tap Cancel.

3. If the customer proceeds to the signature screen, you can still press Cancel.

4. If the customer has submitted his/her signature and a mistake is recognized then, when TouchBistro presents the receipt option screen, tap Continue Without Closing Table.

5. If we back out of the table and open our batch payment screen at this point we can see TouchBistro has submitted that card swipe to the batch, since there’s a non-zero figure in the batch summary.

6. Return to the Checkout screen and tap Edit / Undo Payments. If the table has not split checks, you can use the option under Payment Options. If the table has split checks, you can tap the bill marked PAID and tap Edit / Undo Payments.

7. Tap Undo next to the credit card payment.

8. Tap Ok.

9. TouchBistro processes a void and prints two copies for your records and the customer’s records.

10. Tap Done.

11. If we exit out of the table and look at our batch summary, we can see the batch is at zero and the payment has been properly voided.

12. Return to the table and you make any corrections as necessary. Rerun the card, accept a different form of payment, use options under Adjustments, or tab < Back and modify the order.

Section 2. Table is Closed

If you’ve run the card and then used one of the close table options, you can still undo the payment using the same steps for Sign On Slip.

Chapter 4. After the Batch is Submitted

Whether you use Sign on Slip or Sign on Screen, you can follow these steps to refund a credit card if you’ve submitted your batch already.

Section 1. You’ve Not Closed Your Day

Let’s say you’ve sent your batch but you’ve not yet closed your day.

1. Tap Orders.

2. Tap the All Closed Bills tab.

3. Tap the Information icon associated with the closed order.

4. Tap View/Edit Payments.

5. Tap the Information icon associated with the payment.

6. Tap Perform Full Credit Card Refund to refund 100% of the bill or tap Perform Partial Credit Card Refund to refund a portion.

7. Verify the amount and tap Refund.

8. Tap Yes.

9. Tap OK.

10. Tap Done.

11. TouchBistro processes a refund and prints two copies for your records and the customer’s records.

12. If we examine the batch, it will have a negative. But this is okay. The negative that gets submitted with this batch will balance out the amount sent in the previous batch.

13. You’ll notice the order is still there. Tap the Information icon again.

14. Tap Reopen as a Tab.

15. Tap Yes.

16. Tap the All Bar Tabs tab.

17. You’ll see your order here, now marked as unpaid.

18. You can delete the order and start again or open the order and make necessary adjustments.

Section 2. You’ve Closed Your Day

When you close your day and open the next day, TouchBistro will remove all bills under the All Closed Bills tab and start fresh. Let’s say you’ve closed your day and the next day or some time after, you need to do a refund on a guest check.

1. Use Bill / Guest Check History to locate the bill.

2. Set the date/time wheels for the day the bill was printed. Tap Refresh.

3. Tap on the bill window.

4. Tap View/Edit Payments.

5. Tap the Information icon.

6. We can now do either a full or partial refund.

7. Verify the amount and tap Refund.

8. Tap Yes and then close the approval message.

9. TouchBistro prints merchant and customer copies of the refund.

10. Tap OK.

11. Tap Done.

Chapter 5. Correcting a Tip

Section 1. Sign on Slip. Day Not Closed. Batch Not Submitted. Using Mercury or Cayan

If you improperly entered a tip via the Pre Auth procedure using the Sign on Slip method, you can use these steps to correct the tip if:

1. You’ve not submitted your batch.

and

2. You’ve not closed your day.

and

3. You are using Mercury or Cayan.

To do this follow these steps:

1. Tap Orders.

2. Under All Closed Bills, tap the Information icon associated with the closed order.

3. Tap View/Edit Payments.

4. Tap the Information icon associated with the payment and tap Adjust Amount.

5. In the Tip field enter the correct tip amount. For example, the tip was entered in as $5 but later it was determined $8 was actually written on the tip line.

6. Tap Done.

7. Tap Yes.

8. Tap Done.

Section 2. Sign on Slip. Day Not Closed. Batch Not Submitted

If you improperly entered a tip via the Pre Auth procedure using the Sign on Slip method, you can use these steps to correct the tip if:

1. You’ve not submitted your batch.

and

2. You’ve not closed your day.

and

3. You are not using Mercury.

You should void the entire payment via this method. Delete the order and then recreate the order with the proper tip.

Section 3. Sign on Screen. Day Not Closed. Batch Not Submitted

If you improperly entered a tip via the Pre Auth procedure using the Sign on Slip method, you can use these steps to correct the tip if:

1. You’ve not submitted your batch.

and

2. You’ve not closed your day.

and

3. You are not using Mercury.

You should void the entire payment via this method. Delete the order and then recreate the order with the proper tip.

Section 4. Sign on Slip or Sign on Screen. Day Closed. Batch Submitted

If you improperly entered a tip via the Pre Auth method or the customer improperly entered a tip via sign on screen and:

1. You’ve submitted your batch.

and

2. You’ve closed your day.

You need to use the Refund method to refund the customer all or part of the tip was entered incorrectly and if the tip was excessive. We’re assuming here that customers will only return to get a bill adjustment if they dispute an excessive tip amount.

Note: Do not try to adjust a tip if you’ve submitted your batch and you’ve closed your day.

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