Tickets Showing an Incorrect Remaining Balance

Sometimes, a ticket or order will continue to show an open "Remaining Balance" even though the customer has already paid. This usually happens due to a local sync delay between the terminal and the cloud, a partial payment authorization, or a discrepancy caused by recent price changes that haven't been pushed live to the devices.

⚠️ Critical Check: Before modifying or forcing a ticket closed, always verify the actual payment gateway logs to ensure funds were successfully captured and not just authorized or voided.

How to fix it:

Work through these diagnostic steps to identify where the balance discrepancy is coming from and how to clear it:

Step 1: Audit the Completed Payments

Open the Orders Hub on your POS, find the affected ticket, and open the Payments tab to review every transaction applied to it.
Cross-reference this by logging into the MoM (Manager on Duty) app and navigating to Orders to see if the payment registered successfully on the backend cloud dashboard.

Step 2: Isolate the Affected Devices

Check if this issue is happening across all POS terminals or if it is isolated to a specific device.
If it is a single device, it is likely a local network or data synchronization lag.

Step 3: Analyze the Payment Method Workflow

Look at how the order was settled (e.g., Cash, Card, Gift Card, or Split Payment).
Note that split payments are highly prone to leaving trailing balances if one of the methods failed or was entered incorrectly.

Step 4: Scan for Transaction Errors

Check the logs specifically for any failed, partial, or duplicate payments.
Look out for card reader timeouts, which can sometimes capture a partial amount without notifying the cashier that a remaining balance was left behind.

Step 5: Verify Calculations (Taxes, Discounts, & Tips)

Manually recalculate the ticket's subtotal.
Ensure that applied discounts, regional taxes, and added tips are calculating correctly and are not conflicting with the base item totals.

Step 6: Check for Unpublished Dashboard Changes

Verify if an administrator recently changed item prices, taxes, or menus on the back-office dashboard.
Confirm if those changes were made but NOT published to the live menu, which causes a price mismatch and results in a remaining balance error.

Still Need Help?

If the "Declare Tips" button remains greyed out or the pop-up fails to appear after verifying your clock-in status, there may be a restriction on your user role. Please contact your shift supervisor to verify your payroll settings, or reach out to support for technical troubleshooting.