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Overview
In this guide, we will discuss the proper rules and procedures to follow when settling a ticket to Credit Card and Openedge is the Credit Card Processor. Use Case(s) When the Server came back to return the Member’s Credit Card to them after settling the ticket, the Member indicated they were so sorry, but had meant to use a different card, and wanted to know if it was possible to change the card that was already swiped. The Server made the change. Also, at a nearby table, a server inadvertently dumped an entire tray of food on a Member that had just paid via credit card and was leaving. The Manager refunded the Member their entire order. At the close of the shift, all Servers reviewed their ticket screens to ensure all tickets had been closed out, and all gratuities were added and/or finalized. |
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Getting Started: Important Rules to Remember
Once a card has been swiped, (either at opening or closing of the ticket), the user must follow the proper delete procedures. Do not reopen the ticket and try to delete the items and the ticket; this will put the ticket in an Invalid state. If the Invalid Ticket message is received, please contact Clubessential Office Support. They will need to fix the ticket and the club accountant will have to contact Openedge to delete the Credit Card charge.
It is important to close all Credit Card tickets before the end of day. Once the Credit Cards have been processed, users cannot add tips or make changes to the ticket through POS. The user will need to log into the Openedge websites to edit the transaction and go through member charges to correct the member account.
If the club is setup to allow additional gratuity, there will be a 2nd step to finalize the Credit Card process. It is important to remember that ALL Credit Card tickets must complete the 2nd step even if they do not have any additional gratuity to add to the ticket. Accounting will not be able to post the batch if the 2nd step of closing a ticket to Credit Card was not completed. Please refer to the Closing Ticket to Credit Card section of this manual for more information.
Credit Card batch close out procedures are communicated by Openedge to the club; if the club does not know what time daily credit cards are processed please contact Openedge.
Openedge should have given the club a Login (Username & Password) and trained someone at the club to view & edit transactions from the Openedge website. If the club does not know their Username and Password, they will need to contact Openedge.
POS Common Tasks
Closing Ticket to Credit Card
To close a ticket to Credit Card within the POS,
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4) Swipe the Card or, select Continue to enter the card manually.
Additional Gratuity Prompt
This is the 2nd step to processing a Credit Card Transaction and where the user enters any additional gratuity. Remember, ALL Credit Card tickets must complete this step even if they do not have any additional gratuity to add to the ticket.
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- There should be no tickets listed in the main Tickets tab (Yellow or not) before printing End of Shift report.
- If the 2nd step was not complete and accounting is unable to post the daily batch click here for instructions to fix.
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Delete/Refund Credit Card Tickets
The most important thing to remember when attempting to delete a Credit Card ticket is that the ticket must be completely closed first (both settled and 2nd step) before it can be deleted through System Tools in POS. This is the only way the deleted transaction will communicate back to Openedge.
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3) Highlight the ticket and select Delete. The user will be prompted, Are you sure you want to delete ticket #XXXXX? Click Yes.
Reopen a Credit Card Ticket
If a user needs to reopen a credit card ticket to make corrections, remember the user cannot use the Credit Card Settlement Button again. To reclose a Credit Card ticket you must close to the Tab Settlement Type; this will send the adjustment amount to Openedge with the difference between the first close and the second close. It is also important to remember that you can only reopen a ticket on the same day as the transaction.
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- The Tab button will only be visible when the card information is on file for the Credit Card, meaning the card has already been swiped.
- If the Tab button is not visible after reopening a Credit Card ticket, the Tab settlement will need to be activated for the Area the ticket was completed. Please refer to the Activate the Tab Settlement section of this document.
Basic rule of thumb: if the Tab button is displayed then use the Tab settlement and not Credit Card settlement. If the Tab button is not displayed use the Credit Card settlement to swipe the card (there is no credit card information on file for the ticket).
Use the “Charge Tab” Function
Charge Tab is used to store the Credit Card on the ticket at the time the ticket is open as opposed to swiping the card at the end when closing. Mainly used by clubs who allow nonmember visits; this allows them to capture the Credit Card information before the sale.
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- If you have not swiped the card, the Tab button will not appear.
- It is important to remember when using the Charge Tab the settlement cannot be changed once the card has been swiped. If the guest decides to pay with a different method a new ticket will need to be open. The ticket that has been swiped with the Credit Card will need to be deleted following the steps to Delete a Credit Card Ticket.
Common Troubleshooting Tasks
Tab Payment Button Not Visible in POS
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The Tab payment button must be activated for each Area the club sees fit (Not applicable to Retail Areas) in Office CMA. In most cases, this is already set up during implementation. If the Tab button is not visible after reopening a ticket closed to Credit Card, follow the below steps.
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4) Lastly, be sure to select Save & Close.
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Unprocessed CC Trx Error When Posting
If a batch will not post because of an error stating ‘You have invoices with Unprocessed Credit Card Transactions’ (See below screenshot) this means that a ticket has not been fully processed, and is still waiting for the 2nd step of the Credit Card transaction to be completed.
How to find the Ticket
1) Go to Membership, Approve Charge Batches, and then expand the batch with the error by selecting the + sign to the left of the batch. All tickets within the batch will be displayed.
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- Openedge usually processes the daily credit cards by 5am in the morning; if the user is posting batches for credit card transactions after this time then Do Not Process must be select on the Gratuity prompt. The only thing that will not be processed is the additional tip; the sales were already processed.
- If the ticket did have additional tip that should have been processed, the user will need to contact Openedge to edit the credit card transaction or…
- Openedge should have given the club a Login User & Password and trained someone at the club how to view & edit transactions on the Openedge website; if login credentials are not known, please contact Openedge.
Best Practices
Ensure all gratuities are added, and all tickets are closed out from the Open Tickets Screen before printing an End of Shift Report.
Utilize the Tab feature if edits to the ticket need to be made after a credit card has been swiped. Remember edits can only decrease, not increase amounts to the ticket.
FAQs
Q: What if I need to add an amount to a ticket that has already been closed and credit card processed?
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A: Enable the Tab payment feature in Office CMA by going to System, Areas. Select the area that needs the Tab feature activated. Then, navigate to the Area Information section, Tab Payment option and select the correct Credit Card button. Save settings. Exit and re-open the POS to view update.
Downloadable Guide
Openedge Credit Card Transactions - Guide
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