Void, Edit and Refund Tickets

Void, Edit and Refund Tickets

Summary


Mistakes happen and they need to be adjusted from time to time. Correcting a ticket properly is very important for payroll, reporting and securities sake that there is a traceable log. Keep in mind that voids, refunds and changes can effect payroll and reporting.  Depending on the timeline of the last generation of a payroll or a report, you may need to regenerate the results.  For example, if you void a ticket from last month, that could effect payroll ran 2 weeks ago. 


Voiding Tickets

Tickets can be voided either at Checked In or Completed state.  Voided tickets will not appear on the appointment book, client card or reports. To see a list of completed voided tickets, visit the Voided Ticket Report in Transaction Reports.
Tickets with Gift Sales cannot be voided and Tickets paid by Clover cannot be voided.

Unclosed Tickets

Any tickets that have not had a Payment Type Selected will be listed on the Check Out List.  After midnight, any tickets opened will display a warning that any changes after payroll may effect the completed tickets.  Tickets do not auto-close, they will remain open until they are completed. To see a list of Open Tickets, go to the Check Out List. Note: the search date range is defaulted for only the last 90 days. 


Removing Line Items from an Open Ticket

Simply click on the line items and select ‘Remove’.  

Closing $0 Tickets

If there was a pre-paid package or a service is $0 i.e. a bang trim, simply select any of the Payment Types to close the ticket.  To track the # of these tickets, create a Payment Type called ‘No Sale’ or any name you choose, and the count & amount will be on the Total Sheet related to that payment type.

Edit Ticket Rating

The happiness rating available on the bottom right of the ticket can be edited on a completed ticket using the button ‘Edit Ticket Rating’.

Change Worker or Payment Type

The amount, service and products are accurate but the worker or payment type is incorrect.
  1. Locate the ticket via Report > Transaction Reports > Ticket Details or Client Card
  2. Click Edit Ticket Details
  3. Click the line item to edit i.e. Mens Haircut, Daily Shampoo or Cash
  4. Select the correct service, product or payment type
  5. Click Save 

Completed Tickets

Issue Refund is a button available on every completed ticket which can be found in the Client Card or Transaction Reports > Ticket Details.

Refund by Client Name

In Check Out List, will search by Client Name, then date range and show tickets to choose from.

Refund by Ticket Number

In Checkout List, will search by Ticket Number or Date Range then sort by Client Name, Ticket Total, Payment Type, etc.

How to Refund

Refund the original payment back to the client for all or part of their purchase.
  1. Navigate to the Refund Page (see above)
  2. Choose your worker name from the Refunded By drop down
  3. Select the Item(s) to be Refunded 
  4. Select Deduct from Worker to update payroll to not pay the worker the commission -or- if the the worker should get credit for the service, leave the box unchecked.  
  5. Select a Refund Payment Type as the refund payment type for the same amount as the item to be refunded.
  6. Click Save
Clover Refunded Transactions will be logged as a Clover Manual Refund within Inspire and will need to be manually refunded from the Clover Device. See pop up upon save for more details.

Correct Amount, Incorrect Service/Product or Worker

The amount is accurate but the service or product needs to be changed.
  1. Navigate to the Refund Page (see above)
  2. Choose your worker name from the Refunded By drop down
  3. Select the item to be refunded 
  4. Select Deduct from Worker to update payroll to not pay the original worker the commission -or- if the service is a Re-do and the worker should get credit for the service, leave the box unchecked.  
  5. Select Account Charge as the refund payment type for the same amount as the item to be refunded.
  6. Click Save
  7. Go to Checkout
  8. Select the correct item and worker 
  9. Go to Payments
  10. Select Account Charge as the Payment Type

Completed Ticket, Payment Not Enough

A ticket was completed, but not enough money was received for the ticket and the worker needs to be updated. If the worker is correct, consider creating a new ticket for the price difference. 
  1. Navigate to the Refund Page (see above)
  2. Choose your worker name from the Refunded By drop down
  3. Select the item to be refunded 
  4. Select Deduct from Worker to update payroll to not pay the original worker the commission -or- if the service is a Re-do and the worker should get credit for the service, leave the box unchecked.  
  5. Select Account Charge as the refund payment type for the same amount as the item to be refunded.
  6. Click Save
  7. Go to Checkout
  8. Select the correct item and worker 
  9. Go to Payments
  10. Choose from these options:
    1. Select Account Charge as the Payment Type for the entire amount due, the balance due will remain on the client card and appear at the top of the receipt at their next visit. 
    2. Select the Account Charge equal to the Amount credited during the refund, then select a different payment type for the balance due if the client is going to pay that amount.
If the business is going to supplement the cost of the difference because the worker should still be paid in full commission, consider creating a new Payment Type in Setup > Setup Company to reflect that type of payment.

Completed Ticket, Payment Too Much

A ticket was completed, but too much money was received or you forgot to apply a promotion or reward. 
  1. Navigate to the Refund Page (see above)
  2. Choose your worker name from the Refunded By drop down
  3. Select the item to be refunded 
  4. Select Deduct from Worker to update payroll to not pay the original worker the commission.  They will be paid on the new ticket reflecting the correct amount. 
  5. Choose from these options:
    1. Select Account Charge as the refund payment type for the same amount as the item to be refunded.  
    2. Enter the correct amount into Account Charge and the difference into an original Payment Type (only if you’re going to be able to provide the funds back to the client).
  6. Click Save
  7. Go to Checkout
  8. Select the correct items, amounts and workers.
  9. Go to Payments
  10. Select Account Charge as the Payment Type

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