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POSitouch

Voiding Gift/Loyalty Transactions Processed through POSitouch

Step 1:  Login to the Virtual Terminal

Login to your back office account from any Internet connected device (computer, phone, tablet) and tap Virtual Terminal. The Virtual Terminal runs off any web browser like Chrome or Safari and can be used to process any gift card and/or loyalty transaction at anytime.  

Enter your POSitouch Clerk ID in the prompt to advance to the next screen. If you’re not sure what your POSItouch Clerk ID is, return to the back office Home screen and click SETTINGS> Clerk IDs to find a list of valid ID#s transmitting from your POSitouch terminal(s).

Step 2: Identify the Card or Patron Profile

At the Swipe Card prompt you have a few choices to identify the customer. You can EITHER swipe or hand-key an existing gift card, rewards card, or combo gift/rewards card (if applicable) using the Swipe Card field. Alternatively, on the loyalty side, you can lookup customers by entering the patron’s unique 10 digit mobile phone number or use the Patron Search button to look up the customer by their name.  If you’re running a card-less loyalty program, you will always do the lookup by mobile phone number or Patron Search to lookup by name. 

Step 3:  Identify Transaction Number (Optional) 

If the transaction you intend to void is the most recently one processed on this card or patron account (most common) you can skip this step and advance to Step 4. If you’re unsure whether it’s the most recently processed transaction or need to identify the specific transaction to void, select the Activity button in Virtual Terminal as shown below.  

After tapping the Activity Report button you will see a screen showing all transaction activity processed on this specific card ID# or patron profile.  Look for the TransNum column which shows the unique transaction number for the transaction you wish to void. Copy this transaction number and advance to Step 4. 

Step 4:  Process Void

On the Transaction Select screen select the Void button to undo a previously processed transaction as if it never happened. NOTE: The voided transaction will still display on the Reconciliation Report and Fraud Monitor Report for audit trail purposes

In the next screen, EITHER click or tap the Void Last Transaction checkbox to void the most recently processed transaction on this specific card ID or patron account OR enter (paste) the specific Transaction Number collected from Step 3 above.  

Tap Confirm to advance. You will see the before and after balances display on screen for review. If the “After” balances appear correct, tap Finalize to process the transaction live.  

Step 5:  Reprocess Correct Transaction (Optional)  

You can use the Virtual Terminal to process any type of gift card and/or loyalty transaction at anytime. Return back to Step 2 and select the appropriate transaction type. Here’s some helpful tips when using the Virtual Terminal to process transactions other than a void outside of your POSitouch terminal.   

Virtual Terminal Training Tips
Select Sale and enter the total amount spent by your customer in the Amount field to record the equivalent of an “Add Points” transaction on POSitouch. This action will issue new rewards to your patrons based on your reward parameters.  

If you need to process a redemption, select Sale and enter the total amount spent by your customer in the Amount field followed by the amount to redeem in the Redeem field. Your customer will receive new rewards on the difference between the Sale Amount and the Redeem amount (if different) since new rewards always follow NEW money spent.  

If you need to record specific adjustments (up or down) to a customer’s Gift balance select Load Gift and enter value or load OR enter a negative sign (-) in front to decrement the card’s Gift Balances manually.

If you need to record specific adjustments (up or down) to a customer’s Reward balance select Adjust Rewards and enter value to load OR enter a negative sign (-) in front to decrement the patron’s Reward Balance manually.

On all transaction types there is a Notes button that lets you record notes about the transaction (optional). These notes post to the online REPORTING> Reconciliation Report for audit trail history.

When Partial Credit and Void are supported inside the POSitouch integration interface in the next upgrade cycle, we will contact you to dial in and install the patch. In the meantime, please follow the steps above when applicable.   

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Voiding Gift/Loyalty Transactions Processed through POSitouch

Once in a while a gift card or loyalty transaction is successfully processed through POSitouch and shortly thereafter, the guest check is voided out. This situation doesn’t happen often but it does occur from time to time. The current version of our POSitouch integration service does not yet support partial credits or voids. This functionality is planned in next integration service upgrade patch. Therefore, partial credits or voids (when they do happen) need to be performed inside your back office account using the Virtual Terminal in order to restore gift card or reward balances to their proper amount. This article covers the steps needed to process partial credits or voids inside the Virtual Terminal. 

Step 1:  Login to the Virtual Terminal

Login to your back office account from any Internet connected device (computer, phone, tablet) and tap Virtual Terminal. The Virtual Terminal runs off any web browser like Chrome or Safari and can be used to process any gift card and/or loyalty transaction at anytime.  

Enter your POSitouch Clerk ID in the prompt to advance to the next screen. If you’re not sure what your POSItouch Clerk ID is, return to the back office Home screen and click SETTINGS> Clerk IDs to find a list of valid ID#s transmitting from your POSitouch terminal(s).

Step 2: Identify the Card or Patron Profile

At the Swipe Card prompt you have a few choices to identify the customer. You can EITHER swipe or hand-key an existing gift card, rewards card, or combo gift/rewards card (if applicable) using the Swipe Card field. Alternatively, on the loyalty side, you can lookup customers by entering the patron’s unique 10 digit mobile phone number or use the Patron Search button to look up the customer by their name.  If you’re running a card-less loyalty program, you will always do the lookup by mobile phone number or Patron Search to lookup by name. 

Step 3:  Identify Transaction Number (Optional) 

If the transaction you intend to void is the most recently one processed on this card or patron account (most common) you can skip this step and advance to Step 4. If you’re unsure whether it’s the most recently processed transaction or need to identify the specific transaction to void, select the Activity button in Virtual Terminal as shown below.  

After tapping the Activity Report button you will see a screen showing all transaction activity processed on this specific card ID# or patron profile.  Look for the TransNum column which shows the unique transaction number for the transaction you wish to void. Copy this transaction number and advance to Step 4. 

Step 4:  Process Void

On the Transaction Select screen select the Void button to undo a previously processed transaction as if it never happened. NOTE: The voided transaction will still display on the Reconciliation Report and Fraud Monitor Report for audit trail purposes

In the next screen, EITHER click or tap the Void Last Transaction checkbox to void the most recently processed transaction on this specific card ID or patron account OR enter (paste) the specific Transaction Number collected from Step 3 above.  

Tap Confirm to advance. You will see the before and after balances display on screen for review. If the “After” balances appear correct, tap Finalize to process the transaction live.  

Step 5:  Reprocess Correct Transaction (Optional)  

You can use the Virtual Terminal to process any type of gift card and/or loyalty transaction at anytime. Return back to Step 2 and select the appropriate transaction type. Here’s some helpful tips when using the Virtual Terminal to process transactions other than a void outside of your POSitouch terminal.   

Virtual Terminal Training Tips
Select Sale and enter the total amount spent by your customer in the Amount field to record the equivalent of an “Add Points” transaction on POSitouch. This action will issue new rewards to your patrons based on your reward parameters.  

If you need to process a redemption, select Sale and enter the total amount spent by your customer in the Amount field followed by the amount to redeem in the Redeem field. Your customer will receive new rewards on the difference between the Sale Amount and the Redeem amount (if different) since new rewards always follow NEW money spent.  

If you need to record specific adjustments (up or down) to a customer’s Gift balance select Load Gift and enter value or load OR enter a negative sign (-) in front to decrement the card’s Gift Balances manually.

If you need to record specific adjustments (up or down) to a customer’s Reward balance select Adjust Rewards and enter value to load OR enter a negative sign (-) in front to decrement the patron’s Reward Balance manually.

On all transaction types there is a Notes button that lets you record notes about the transaction (optional). These notes post to the online REPORTING> Reconciliation Report for audit trail history.

When Partial Credit and Void are supported inside the POSitouch integration interface in the next upgrade cycle, we will contact you to dial in and install the patch. In the meantime, please follow the steps above when applicable.   

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