The Following process is to be used to refund a customer who paid via Collins pay & not via the till on site (E.G. Cash, Payment over Counter)... There is a seperate process for this.
Start by going into Collins DMN
Step 1 - Open Collins, navigate to the customer booking & open up the booking.
Step 2 - Navigate to the Payments Tab
Step 3 - Once in the Payments Tab, you now see the customer payment, from here you should see “Refund” on the right-hand side of the page.
Step 4 - Press “Refund” at this point you can refund an “amount” back to the customer card that was used at the time of booking. Please select the cash amount to be refunded, note you can part of full refund the customer.
Within the Notes section please state why you are processing a refund E.G. “Customer no longer wants booking”, “One less deposit”, “Error in booking” along with your Initials (this will help know who made the change)
Step 5 - Once the Refund button have been pressed, the customer will be refunded the amount on the card originally charged, this will then also reduce the Total on the customer’s booking value.
NOTE: This process will NOT update the booking on the till & thus when the customer comes in to dine you will need to follow the below steps to balance the two systems together.
Step 6 - Open up your bookings on the till & find the customer booking that you need to alter
Step 7 - Click on “Partial Redemption” & enter the amount that you have refunded the customer via Collins.
Step 8 - Once you have entered the amount to redeem, you should then have a negative balance on the till for the amount given. E.G. Redeem £5 and it should be on the till as -£5.00
Step 9 - Go to the Pay screen and find the “Collins Pay” button on the till.
Step 10 - Press the “Collins Pay” button & this will cash off the balance as a refund to “DMN”
Step 11 - This will then close the account.
Step 12 - You can then confirm the customer booking on the till has been updated by checking the customer booking on the till. It should now show a value less the refund.
Step 12 - This now completes the customer refund process.
NOTE: Your 7 Day will show a Redeem Value on the booking ledger, and this is correct, although using the DMN button will not lead to a system variance.
You can check the booking history using the Booking’s Ledger on Aztec