🔑 Why is there a negative balance on an order?

Updated

A negative balance or unbalanced order occurs when changes are made after payments have already been processed. This prevents you from closing the order until the pending balance has been resolved. Below are common causes and steps to resolve this issue.

 

  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. 

Potential Causes:

  1. A Comp/OTH/Void was applied after payment was received.
  2. A Promotion was applied to a seat or the order after payment was received.
  3. A Combo Item was optimized after payment was received.
  4. Items were transferred off the order after payment was received.

If none of these scenarios apply, or if you need further assistance, please contact Tabit Support.

 

Scenario 1: Comp/OTH/Void was applied after payment

Resolution:

  1. To fix this, first undo the Comp/OTH/Void:

      If the item needs to be voided but payment has already been processed, you will need to cancel the payment and reprocess it for the correct amount, or perform a refund after the order is closed

  2. Once the Comp/OTH/Void is removed, check if the order is now balanced. If some checks are paid but missing items and others are unpaid but contain items, unsplit the order:
     

    • To unsplit an order, tap the Split Check button at the top of the screen, and select No Split. This combines all payments and items onto a single check
  3. If the order still has pending balances, ensure they are addressed before attempting to close the order.

Scenario 2: A Promotion was applied after payment

Resolution:

  1. Remove the Promotion Tag from the seat or order:

      Depending on how your promotion is configured, you may be able to remove the tag manually. If not, contact support for assistance or wait until the promotion timeframe ends to close the order

  2. To remove a promotion tag:

    1. Order promotion tag: Select the shared seat from the top of the ordering screen, then tap the Tag options, remove the tag, and press OK.
       

         

    2. Seated guest promotion tag: Select the guest seat from the ordering screen, then tap the Tag icon to remove the promotion from the guest.

         

Scenario 3: A Combo Item was optimized after payment

Resolution:

  1. If the customer is still available, cancel and reprocess the payment with the correct amount after optimization.

  2. If the customer or their payment method is no longer available, you should disable optimization for the order.
     

      Once the order is closed, a refund can be processed to return any overcharge due to optimization

    To disable optimization:

    1. Go to the Check screen. If the wand icon is orange, the order can still be optimized. If the wand is green, the order has already been optimized.

    2. Tap the wand icon to turn it orange, indicating the order is no longer optimized. If you cannot disable optimization, contact Tabit Support.

       

Scenario 4: Items were transferred off the table after payment

Resolution:
If item(s) were removed or transferred after payment was taken, you must either fire the items again or transfer them back onto the original order to close it.

To transfer items back:

 

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