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Reopen a closed bill — fix a wrong payment method, same day

Cashiers make payment-method mistakes. They punch Visa when the card was MasterCard, or they take a payment as Card when it was actually a bank transfer, or they close the table thinking the customer paid cash when really they paid by QR. End of day, the till disagrees with the bank statement, and someone is doing maths instead of going home. This page is for the manager who finds the mistake in the next hour and wants to fix it cleanly.

What it does

When an order is closed, the till considers it done — the payment row is locked in, the table is freed, the cashier moves on. But the till also knows the order is closed today, and that today’s shift hasn’t been signed off yet, so a clean correction is still possible.

The Reopen Order action does exactly that. It flips the order’s status back from “closed” to “served” — same state it was in just before payment — so the cashier can void the wrong payment row and take a new one with the right method. The order then closes again, this time with the right history on it. The receipt reprints with the corrected method. The end-of-day report adds up cleanly.

The table stays free. Reopening a bill does not re-occupy the table on the floor plan. The kitchen has long since served the food and the customer has left — by the time you’re fixing the payment, a new party may already be sitting there. Reopen is about bookkeeping, not seating. The reopened bill still remembers which table it came from (the receipt history keeps that linkage), but the floor plan treats the table as available so the next party isn’t blocked. You’ll find the reopened order in the cashier’s open-orders list at the side until you re-close it.

Two things are deliberately blocked:

  • Only today’s bills. If you spot the mistake at next morning’s shift handover, it’s too late. Yesterday’s books are closed from the till’s point of view — the correction goes through the back office, not through the cashier screen.
  • Only managers or shift leads. A reopen rewrites payment history. Anyone with a manager or shift-lead PIN can do it; a regular waiter PIN can’t.

These limits are the price of letting the cashier touch closed bills at all. Without them, “reopen” turns into “edit any bill from any day,” and end-of-day numbers stop meaning anything.

The rule

Reopen is a same-day fix for a same-day mistake. Spotted it before going home? Use it. Spotted it next week? It’s an accounting fix, not a till fix — talk to whoever owns your books.

How to use it

You’ll need: a manager or shift-lead PIN. The bill must have been closed today.

  1. Open the table (or takeaway/delivery ticket) from the floor or list. You’ll see the closed receipt instead of the cart.
  2. Tap the Actions button (top right of the cart pane). The Actions drawer slides in from the right.
  3. At the top of the drawer, where you’d normally see Close Table with “Already closed” greyed out, you’ll see a primary Reopen Order button instead. If you’re not a manager, the button is greyed out with an explanation. If the bill was closed on a previous day, same thing — greyed out, explained.
  4. Tap Reopen Order. The order flips back to “served” — the cart and the payment screen behave the same as they did just before the customer paid.
  5. Open the payment screen. At the top you’ll see a Recorded payments list — one row per payment already taken, with a Void button per row (managers only). Tap Void on the wrong one. The row is removed from the live total (it stays on the audit trail with a strike-through, doesn’t disappear).
  6. Take the payment again with the correct method or brand. The cashier flow is identical to the first time.
  7. Close the table.

You’re done. The receipt now lists the corrected payment. The end-of-day report counts the corrected version.

Worked example

Friday lunch, iO Osteria. A table of two has just finished — a pizza, a pasta, two espressos — ฿890 total. The customer pays with a MasterCard. Aor (the cashier) is in a hurry, taps 💳 Card → Visa by reflex instead of MasterCard, runs the card on the bank terminal, closes the table. The customer leaves.

Two minutes later, Marco (the owner, who’s also acting as today’s shift lead) is glancing at the morning’s transactions and notices the cashier took eleven Visa payments and zero MasterCard payments since opening. That can’t be right — they always get at least a few MasterCards before lunch service ends.

He taps the closed table on the floor plan to open the receipt. He sees: Card · Visa — ฿890. He knows it should be MasterCard. He taps Actions in the cart pane. The drawer slides in. At the top: Reopen Order — Reopen this bill to fix a wrong payment method, then close it again.

He taps it. The drawer closes. The cart is back to its served state, with the Pay button live again. He opens the payment screen — the Visa payment is sitting there. He voids it (manager PIN, reason “wrong brand”). The void leaves the row on the audit trail with a strike-through. He taps 💳 Card again, then MasterCard, then Pay ฿890. The card was already swiped at the terminal — the bank money already landed — so this is just a till-side correction, no second swipe. The order closes. The new receipt prints with MasterCard · ฿890.

End of day, Marco reconciles. The bank’s settlement says MasterCard ฿4,200, Visa ฿9,840. The POS report says MasterCard ฿4,200, Visa ฿9,840. Match. He signs off and goes home.

If Marco had spotted the mistake next morning instead of two minutes after, Reopen Order would have been greyed out with “This bill was closed on a previous day”. The correction would have to happen as a journal note in the back-office books — slower, but the right tool for an after-the-fact correction.

  • Card brands at the till — the upstream feature that makes per-brand reconciliation possible.
  • PromptPay at the till — sibling payment rail, also commonly reopened-then-fixed if the cashier accidentally takes a QR payment as Card.