The sale went through and then someone noticed: wrong product, wrong quantity, a price that should have been different. The POS gives you three tools and they are not interchangeable. Pick by what actually has to change.
Signs you are in this situation
- The receipt shows an item the customer did not take, or a quantity that is off.
- The customer paid the right total but the lines on the ticket are wrong.
- The customer paid and now wants to add or swap something.
What to do right now
- Open Payments and find the sale in Recent Payments.
- To fix lines, quantities or notes on the record: tap Edit ticket, make the change, write a Reason, check New total and tap Save correction. A manager PIN is required. If the total changes, the POS records the difference as a caja adjustment.
- To cancel the payment and charge again: tap Reopen ticket, write a Reason and Request approval. The original payment is voided and the ticket goes to Tabs Awaiting Payment. Use Edit items to add or remove lines, then charge it again from the same list.
- To give money back for items the customer is returning: use Refund instead. See A customer wants a refund.
- Hand the customer a new receipt with Reprint if the ticket changed.
Decide
| If… | Then… |
|---|---|
| The total is right, only the lines are wrong (scanned A instead of B at the same price) | Edit ticket. Stock and reports get corrected, no money moves. |
| The total is slightly wrong and you can settle the difference in cash now | Edit ticket. The difference is recorded against the caja. Make sure the cash actually changes hands. |
| The customer paid by card and the amount must change | Reopen ticket, fix the items, and charge again. The card terminal refund is handled outside the POS per your bank; the POS records the void and the new payment. |
| The customer is returning product | Refund, with Restock decided per item. |
| The POS says the ticket can no longer be reopened | There is a time window and a limit on how many times a ticket can be reopened. Use Refund plus a new sale instead. |
Afterwards, and how to prevent it
- Every correction is listed in Edit History and in Reports → Corrections, with the reason and who approved it. Review them weekly.
- Frequent corrections on the same product usually mean a wrong barcode or two products with the same code. Fix it in Inventory → Catalog.
- Teach cashiers to read the cart back before Process payment. Fixing before payment costs nothing.