Closing an unbalanced or negative order on the PAD

Updated

 

  An unbalanced order is an order where the total amount paid does not match the total amount due, so the system cannot close the order until the difference is resolved.

If an order is unbalanced, you will be unable to close it until the pending balance has been resolved.
This can happen for different reasons, ex. split checks that no longer match the items on each check, or changes made to a paid check such as a discount or void.

  Payment should only be canceled on an order if the customer is still at the restaurant and available to provide their payment information again for reprocessing. If a payment is canceled on an order, there is no way to retrieve the payment information without physically reprocessing. 

Closing an unbalanced order

Follow the steps below if the issue was caused by split checks

  1. Enter the order and go to the Check screen

  2. Review whether there are any pending balances. If there are unpaid checks, resolve them before closing the order

     

  3. Tap the Check screen again to switch the view and review whether the paid checks are balanced. For a paid check to be balanced, the total paid must match the total amount due

     

  4. If some checks are paid but have no items, while other checks are unpaid but do have items, unsplit the order

     

  5. To unsplit the order, tap the split check button at the top of the screen and select No Split

      If a check is unsplit, you will still be able to take payments, but you will no longer be able to split the check again.

     

     

  6. After unsplitting the order, if there are still pending balances, resolve them before closing the order

Handling a negative balance after discounting or voiding items after payment

If the negative balance was created after discounting or voiding an item on a check that was already paid, cancel the original payment and then process the updated payment again.

Follow the steps below to resolve the negative balance

  1. Open the order with the negative balance

     

  2. Go to the Payment screen and tap Select to see which payment will go back to the credit card

     

  3. Tap the selected payment and then tap Cancel Payment when prompted

     

  4. Tap the orange box to complete the payment cancellation

     

  5. Once the payment has been canceled, tap Print to print the updated receipt

     

     

  6. Process the updated payment again based on the new balance

  7. Close the table

     

If you have completed all the above steps and are still unable to close the order, please contact Tabit Support for further assistance.

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