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.
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 to inspect balance and transaction
history after an uncertain redemption. Cancellation does not refund the guest.
For a House account, 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.