Reopen & Edit Ticket - Best Practices

Reopen & Edit Ticket - Best Practices

Reopen Ticket Capabilities coming late 2023 / early 2024

Important: the Reopen Ticket permission enabled is required to reopen tickets, upon release this permission is disabled by default.

How do I reopen and edit a ticket?

  1. From the completed ticket, click Reopen Ticket button
  2. Simply add items to the ticket or click line items to make edits
  3. Update Payment Information
    1. If the original payment overpaid and unchanged, select No Sale, update the amount to $0 and then the original payment will show as change back. 
    2. If the original payment underpaid, the ticket will show the remaining balance due.

How do I edit the ticket date?

  1. From the completed ticket, click Edit Ticket Details
  2. Click on the Ticket Date field to edit
  3. Click the X to Exit
  4. The ticket date will now be updated and reflected on all reports.
Important: the Edit Ticket Details permission enabled is required to edit the ticket date.

Gift Sale Reopen Ticket Rules

  • If a gift has not been used, the original gift sale can be edited.
  • If a gift has been used, the the original gift sale cannot be edited unless the tickets where the gift was used are updated with a new payment method. To view the tickets associated with the gift:
    • Go to the Navigation Menu > Gift Balances
    • Search for the Gift
    • Click on the Gift Number
    • Click on the related Ticket Numbers
    • Follow the steps to Reopen Ticket above and assign a new payment type
  • Additional articles on Gift Editing:

Package Sale Reopen Ticket Rules

  • If a Package has not been used, the original package sale can be edited.
  • If a Package has been used, the original Package Sale cannot be edited unless the tickets where the package was used are updated with a new payment method. Package usage can be viewed on the Client Card > Services or Classes tab. To remove a package usage from a ticket:
    • From the Package Used Completed Ticket, click Reopen Ticket
    • Click on the Service or Class line item
    • Scroll down and disable the "Package Usage" checkbox
    • Edit the price if needed
    • Select a payment type to complete the edit
  • Additional Articles on Package Editing:

Clover Payments / Token on File Payments Reopen Ticket Rules

  1. Completed Clover and Token on File payment line items cannot be edited but the ticket line items can be edited.
    1. If the Clover Payment was less than an updated ticket total:
      1. Go to the Payments Tab
      2. Select the Payment Type, update the Amount and add a Payment Note (optional)
    2. If the Clover Payment was greater than the updated ticket total:
      1. Go to the Payments Tab
      2. Select No Sale, update the amount to $0 and add a Payment Note (optional) 
      3. The amount will appear as change back, here are the traditional next steps:
        1. Refund the change back amount manually from Clover.
        2. Add Credit to Client Card - Click Here to learn how. 

Inspire Pay Reopen Ticket Rules

More details coming soon. 

Class Sale Reopen Ticket Rules

  • Class Sales cannot be edited, please perform a refund to correct a class sale. 
The ticket can be updated to add or remove services, products, other or update payment information. 

Tippy Tips

  • Tippy Tips cannot be edited, only refunded.
    • Pop Up Message: Tippy Tips are instantly paid out and require a refund to be processed to make any changes.To refund go to the Completed Ticket page and click the Refund Ticket button.
The ticket can be updated to add or remove services, products, other or update payment information. 

Membership Tickets Reopen Ticket Rules

  1. Membership Tickets cannot be reopened.

Refunds / Voided Reopen Ticket Rules

  1. Refunded and Voided Tickets cannot be reopened.


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