# Resolve a missing discount or disputed benefit

For the shift leader. Identify the type of benefit first: promotion, loyalty
reward, email promise, gift card, or house account. These have different records
and consequences; one is not a substitute for another.

## A promotion does not apply

Open the existing promotion and compare its saved active status, trigger/code,
minimum subtotal, usage limit, targeted location/categories/items, excluded
scope, order types, guest/staff restrictions, and schedule with the actual
order. Check the displayed discount and total. Empty targeting can mean all, and
**Everything except these** differs from **Only these**.

Do not broaden a live promotion to resolve one guest's mismatch. Have the
manager decide the authorised correction for that order, then review the
configuration for future service. A discount is not a refund of a completed
payment.

## A loyalty reward is unavailable

Check the correct member, current points or qualifying activity, saved programme
and step active states, trigger, threshold, validity, and cap. The step editor's
**Done** still requires the page save. Do not add points or change eligibility
without the authorised manager's decision.

## A promised benefit is missing

Read the booking's Promise detail and original offer. Compare guest, deadline,
booking status, eligibility, and prior fulfilment. **Mark honoured** is a staff
record, not a POS discount. Check the separate order action before promising
that the bill has changed.

If Undo is unavailable or sync failed, keep the record and ask support; do not
create a second claim or change an email link to work around it.

## Gift card or house-account issue

Use [Gift cards](/customers/gift-cards) to inspect balance and transaction
history after an uncertain redemption. Cancellation does not refund the guest.
For a [House account](/customers/house-accounts), check active status and agreed
credit access. Do not enable unlimited credit just to finish an order.

## Escalate

Provide the benefit reference, location, booking/order/member references,
intended outcome, observed saved state and totals, time, and exact error through
an authorised channel. Keep guest contacts and gift-card credentials out of
public screenshots. Verify existing outcomes before repeating a financial
action.