What are some reasons a payment or ticket will show in the Discrepancies Report?

Issue: Payment Not Sent to POS

Possible Reasons:

1. Overcharge:

   • Solution: Issue a refund or add an item to the ticket to match the charged amount, then resend the ticket.

2. Ticket is Being Viewed on the POS:

   • Solution: Advise the customer to lose focus of the ticket on the POS and resend the ticket.

3. Ticket is Locked or Corrupt:

   • Solution: Advise the customer to create a fresh ticket and use the payment matcher to match the transaction to the new ticket.

Issue: Refund Not Managed Properly

Problem:

• The payment may be removed from the POS but not refunded, or refunded but not removed from the POS.

Explanation:

• Some managers prefer to leave the payment on the ticket to check for refund-based fraud quickly. Others prefer to have the manager reopen the ticket and apply a comp or void.
• Note that some integrated (Non-SoftPoint) POS systems (EX: Aloha, Micros) package its daily information at End of Day (EOD), preventing adjustments after EOD runs. Therefore, adjustments cannot be made to tickets after EOD.

Solution:

• To have matching reports, please remove the refunded payment from the POS and ensure that what was removed from the POS is refunded.