Overview
An order is considered unbalanced when there is a discrepancy between the total amount paid and the total amount due. The system will prevent you from closing an order until this difference is corrected.
Common causes for unbalanced orders:
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Split checks that no longer correspond to the items assigned to them.
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Post-payment modifications, such as adding a discount or voiding an item.
Troubleshooting Split Check Issues
If your order is unbalanced due to check splitting, follow these steps:
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Open the Order: Enter the specific order and navigate to the Check screen.
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Check for Unpaid Balances: Look for any checks that have not been paid. These must be settled before the order can be finalized.
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Verify Paid Checks: Tap the Check screen again to toggle the view. Ensure that for every paid check, the "Total Paid" exactly matches the "Amount Due".
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Unsplit the Order (if necessary): If you find paid checks with no items or unpaid checks that do contain items, you should unsplit the order.
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To do this, tap the split check button at the top and select No Split.
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You can still take payments after un-splitting, but you cannot re-split the check afterward.
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Final Review: Resolve any remaining pending balances after un-splitting before attempting to close the order.
Fixing Negative Balances (Post-Payment Voids/Discounts)
If a discount or void was applied after a payment was already processed, it often results in a negative balance.
Important: Only cancel a payment if the guest is physically present to re-provide their payment method. Once canceled, credit card data cannot be retrieved without a new swipe/dip.
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Access the Payment Screen: Open the order and go to the Payment screen.
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Select the Payment: Tap Select to identify which payment needs to be reversed.
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Cancel the Payment: Tap the specific payment and select Cancel Payment when prompted. Confirm this by tapping the orange box.
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Update Records: Select Print to generate an updated receipt for the customer.
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Re-process: Take the new payment based on the corrected, updated balance.
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Close the Order: Once the balance is zero, you can close the table.
Video:
If you have completed all the above steps and are still unable to close an Order, please contact Flyght Support for further assistance