Contents

Overview

This commonly occurs when an order is closed, then reopened, and items are voided, removed, or sent to another order. This changes the balance due on the order, which already has a payment for the prior balance due on the order - this causes a negative balance on the order.

 

 

Open

Error Message

Open

Order View

Resolution

Option 1:

Remove the payment (If form of payment is still available/guest is still present)

Make any further adjustments to the order, then apply a new payment. 

Option 2:

Un-void the voided item to get the balance due back to $0

• In cases where you don’t remove the payment on the order

Option 3:

Unsure what is missing from the order?

• Ring in an open item at the amount that will bring the order to balance due = $0. 

• Keep in mind, tax will be applied, so you may have to adjust the price appropriately.

FAQ

Q. I’m trying to perform a partial refund, same day - how do we apply this?

A. Either perform a partial refund, post-batch (next day) or remove the payment, remove the item (void or discount) and process payment on the new order amount.