Why do I see a negative order balance and how do I resolve it?

By Wilson


A negative balance on the POS usually indicates that an employee voided the item, but never refunded the amount. You can do one of two things:

  • Add an Arbitrary Extra Item

  • Refund Payment 

Add an Arbitrary Extra Item

To add an extra item to an order, tap on the "Add Extra Item" on the bottom left-hand side of the order screen. Enter any name, the price (the negative amount left outstanding), and set Tax to 0. This will allow you to keep payment on the order. However, if the customer was supposed to receive their money back, you must use the Refund Payment option.

Refund Payment

To refund a payment, bring up the order in question and tap the Pay button. On the payment screen, tap on the Refund Payment found on the right-hand side. Follow the prompts to complete the Refund, and then hit Done.

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