How to edit a Credit Card Tip ?

Introduction

If a guest informs you that they entered the tip incorrectly on the credit card device, there is an easy solution to make the correction. These instructions apply to the day of the transaction, not the preceding day. The previous day's instructions are at the end of this document.

Steps to Edit Tips
Here are the step-by-step instructions to update the tips

Step 1: Open the check that the wrong tip was entered on. Click Functions > Orders > Closed 

You can even use the search button to search by order ID

Step 2: Once in the check, select the Credit Card Payment in the middle of the check. (See Picture) 

Step 3: You will then see a pop-up box where you can edit the tip. In the bottom right corner of the pop-up box click on Tip (see picture) 

Step 4: The Enter Tip dialog box will appear. 

• Enter the corrected tip amount.

• Then click Accept

Step 6: The tip will reprocess as normal. 

Step 7: If the guest wishes for a receipt, please use the blue shopping bag icon at the top of the check and print a copy as normal.

Tip adjustment is completed.

Edit a previous Day’s Tip amount

****NOTE**** This procedure is also to be followed to initiate a refund of a previous day’s item. Any refund requests of any kind for the previous day’s sale will also need to follow this procedure.

To edit a previous day’s tip, you will need to gather some required information (listed in bold)

• Organization Name and Store location (store number/name)

• Date of the transaction

• Last 4 digits of the Credit card number

• Transaction total amount

• The amount that needs to be adjusted

• Order number if available

• Your contact’s name and number in case we need more details

• Store Owner contact details - Email Address and Phone Number

You will need to send an email with the details of the adjustment request to the following email addresses.

us-support@tillpayments.com & L1support@altametrics.com 

You should also include (cc) your owner / area manager in the email as well.

You will receive a confirmation email once we have opened a ticket with Till Support for the refund request.

Refund requests sent over the weekend/holidays will be answered on the next business day.

Inform the guest that the refund will appear on their card account within 5-7 business days.

We will send you confirmation of the request once till processing the refund. It typically takes 3-5 business days to receive the refund after processing. Be sure to tell the guests they will receive their refund in 5-7 BUSINESS days as banks are typically closed on the weekends.