Reasons
The fixed answers staff pick from when they void, refund, discount, adjust stock or count the drawer short.
Restaurant → Cancellation reasons
Your own reasons, alongside the platform's fixed list.
Why a list and not a free-text box
Every one of these actions moves money or stock, and each is recorded with a reason. If the reason is typed, you get forty spellings of the same thing and no report worth reading. If it is picked from a list, you can count them — and "comped" happening eleven times this week is a conversation, where eleven differently-worded notes are noise.
It is also faster at the till, which is where these are used.
The five lists
| Where used | Picked when |
|---|---|
| Returns / refunds | Money goes back to a customer. |
| Voids | A line or a bill is cancelled before payment. |
| Discounts | A price is reduced by hand. |
| Cash variance | The drawer does not match at close. |
| Stock adjustments | Inventory is corrected outside a sale. |
Platform defaults and your own
The screen shows two sections. Platform defaults ship with the product and cover the ordinary cases. Your reasons are the ones you add for how your restaurant actually works — "Wrong table", "VIP comp", "Delivery driver error".
You cannot delete a platform default, but you can switch it off so it stops being offered. That is usually better than adding a near-duplicate of one you dislike.
Adding one
| Field | Rules |
|---|---|
| Label | What staff see. Up to 120 characters, though short is better — it is read at speed on a till. |
| Where used | Which of the five lists. Required. |
| Order | Position in the list, 0 to 999. Put your commonest reasons first. |
| Enabled | Off keeps the reason and its history but stops it being offered. |
Filter the screen by which list you are working on. Removing one of your own reasons asks first.
Keep the lists short
Six good reasons are picked accurately. Twenty means staff choose the first plausible one and your reporting quietly becomes fiction. If two reasons would lead you to the same action, they are one reason.
When it doesn't work
A reason is not offered at the till
On Restaurant → Cancellation reasons, check the reason is Enabled and that its Where used matches what the till is doing — a refund reason is not offered for a void.
I cannot delete a reason
It is a platform default. Switch it off instead.
Staff always pick the same one
It is first in the order and the rest are unclear. Reorder, rename, and cut the list down.