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Discounts & Refunds

Handle pricing adjustments professionally with built-in approval workflows and accurate tracking.

Overview​

This guide covers:

  • Applying discounts to orders and individual items
  • Processing full and partial refunds
  • Manager approval workflows
  • Voiding orders when necessary

Discounts​

Discounts reduce the amount a guest pays, either for individual items or the entire order.

When to Use Discounts​

SituationDiscount Type
Promotion or couponOrder or Item
Birthday/anniversaryOrder
Employee mealOrder (100%)
Item quality issueItem
Comp'd drink/appetizerItem (100%)
Loyalty rewardOrder or Item
Manager goodwillOrder

Applying an Order Discount​

Reduce the total for the entire order:

  1. Open the order details
  2. Click Apply Discount
  3. Choose discount type:
    • Percentage (e.g., 10% off entire order)
    • Fixed Amount (e.g., $5 off)
  4. Enter the value
  5. Add a reason (required)
  6. Click Apply

Example: 15% Birthday Discount

  • Order total: $80.00
  • Discount: 15% = $12.00
  • New total: $68.00

Applying an Item Discount​

Reduce the price of a specific item:

  1. In the order details, find the item
  2. Click the discount icon (tag) next to the item
  3. Choose discount type:
    • Percentage (e.g., 50% off)
    • Fixed Amount (e.g., $3 off)
  4. Enter the value (use quick presets: 10%, 25%, 50%, or Free)
  5. Add a reason (optional)
  6. Click Apply

Example: Comping an Appetizer (100%)

  • Item: Mozzarella Sticks - $8.99
  • Discount: 100% (select "Free" preset)
  • Item shows as $0.00 (comped)
  • Purple discount badge appears on item

Grouped Item Discounts​

When you have multiple identical items (e.g., 3 Margaritas), you can apply discounts individually or to all at once:

  1. Click the discount icon on the grouped item
  2. Choose your discount type and value
  3. Select an option:
    • Apply to 1 - Discount only one item
    • Apply to All X - Discount all items in the group

Visual Indicators:

  • 10% OFF - All items have the same discount
  • 1/3 10% OFF - 1 of 3 items discounted
  • 2/3 Mixed - Multiple items with different discount values

Viewing Item Discount Details​

To see detailed discount information:

  1. Click the eye icon on any item
  2. The info sheet shows:
    • Original price with strikethrough
    • Discounted price
    • Discount breakdown for each item
    • Option to remove individual discounts

Removing Item Discounts​

Remove a discount from a specific item:

  1. Open the item details sheet (eye icon)
  2. In the Discount Applied section, find the item
  3. Click the trash icon next to the discount
  4. Manager approval may be required

Alternatively, from the discount dialog:

  1. Click the discount icon on an already-discounted item
  2. Click the trash icon in the "Current Discount" banner
  3. Confirm removal

Manager Approval for Discounts​

If you don't have discount permission:

  1. Apply the discount as normal
  2. Manager approval dialog appears
  3. Call a manager over
  4. Manager enters their PIN
  5. Discount is applied with manager's authorization logged
For Managers

All discounts are tracked in reports. You can see who applied what discount, when, and for what reason.

Discount Limits​

Your restaurant may have limits set:

  • Maximum discount percentage (e.g., 50%)
  • Maximum discount amount (e.g., $100)
  • Certain items excluded from discounts

These are configured in SSP Manager by your administrator.

Refunds​

Refunds return money to guests after payment has been processed.

When to Use Refunds​

SituationRefund Type
Guest overchargedPartial (difference)
Order cancelled after paymentFull
Duplicate paymentFull or Partial
Guest complaint after payingPartial (as appropriate)
Item never receivedPartial (item value)

Processing a Refund​

  1. Open the order (must be PAID or PARTIALLY_PAID)
  2. Click Refund
  3. Enter refund amount:
    • Full refund: Click "Refund Full Amount"
    • Partial refund: Enter specific amount
  4. Enter reason (required)
  5. Click Process Refund

Refunding a card payment on the reader​

A payment taken on a card reader is refunded back through a reader, not as a free-floating credit. Choosing a card transaction to refund puts you through the reader flow:

  1. Pick the card transaction the money goes back to — the list names them as you saw them when they were taken.
  2. Pick the reader to run it on.
  3. The refund runs on the terminal; the screen follows it and tells you when it has settled.

Two limits are worth knowing before you promise a guest a figure:

  • The refund goes back to the original transaction. You are not choosing a card; you are reversing a payment that was already made.
  • Tips are excluded, and the amount is capped at what that transaction can still give back. A card paid $40 with a $6 tip can return at most the $34 that was for the food.

When the reader itself is the problem, the screen says which problem it is rather than spinning. A reader that has been withdrawn and one that can never take a refund are different situations that send you to different places — a colleague's terminal versus the manager — so they are told apart rather than both reported as "not available".

Refund Limits​

  • Cannot refund more than was paid
  • Cannot refund completed/voided orders
  • Card refunds go back through a reader, to the transaction that took the money
  • Manager approval may be required

Manager Approval for Refunds​

Similar to discounts, refunds may require manager authorization:

  1. Request the refund
  2. If you lack permission, manager PIN dialog appears
  3. Manager reviews and enters PIN
  4. Refund is processed with authorization logged

After a Refund​

The order status changes based on the refund amount:

Refund TypeNew Status
Full refundREFUNDED
Partial refundPARTIALLY_REFUNDED

The order remains visible in reports for accounting purposes.

Voiding Orders​

Voiding completely cancels an order that has already been submitted to the kitchen. This is more severe than cancellation and always requires manager approval.

When to Void vs. Cancel​

ActionWhen to UseRequires
CancelBefore kitchen receives orderPermission only
VoidAfter kitchen starts/finishesManager approval

Processing a Void​

  1. Go to Orders view
  2. Select the order to void
  3. Click Void Order
  4. Enter void reason (required)
  5. Manager enters PIN for approval
  6. Order is marked VOIDED

What Happens When Voiding​

  • Order status changes to VOIDED
  • Kitchen is notified (if connected to KDS)
  • Inventory may be adjusted (if tracked)
  • Any payments are flagged for refund
  • Table becomes available (if applicable)

Void Reasons​

Common reasons to document:

  • Guest walked out
  • Duplicate order created
  • Wrong table/order
  • Food safety issue
  • Guest refused order
  • System error

Order Cancellation​

Cancellation is for orders that haven't been sent to the kitchen yet.

When to Cancel​

  • Guest changed their mind before ordering
  • Wrong table selected
  • Duplicate order created
  • Guest left before ordering

Processing a Cancellation​

  1. Go to Orders view
  2. Select pre-kitchen order(s)
  3. Click Cancel Order
  4. Confirm cancellation
  5. Order is marked CANCELLED

Cancellation vs. Void Summary​

Order Created → Items Added → [CANCEL available] → Submitted to Kitchen → [VOID required]

Check Preview & Printing​

When printing a check with discounted items, the receipt clearly shows:

  • Each item listed individually (not grouped)
  • Unit price with strikethrough for discounted items
  • Discount details on a separate line (e.g., "10% off")
  • Savings amount in green (-$X.XX)
  • Order-level discounts shown in summary section

Example Check Display:

Item                    Price      Total
Tangy Mexican Risotto   $59.87     $53.88
  10% off               -$5.99

Subtotal:                          $160.00
Discount (20% off):                -$32.00
Total:                             $128.00

Tracking & Reports​

For Servers​

You can see your discount and refund history:

  • View in order details
  • Original price vs. discounted price
  • Who approved (if manager required)

For Managers​

Access comprehensive reports:

  • All discounts by date range
  • All refunds by date range
  • By server or manager
  • Reasons and amounts
  • Approval chain

Access: SSP Manager → Reports → Adjustments

Best Practices​

When Applying Discounts​

✅ Always enter a specific reason ✅ Verify the discount amount before applying ✅ Inform the guest of the discount ✅ Get manager approval when required

When Processing Refunds​

✅ Verify the original payment first ✅ Calculate the correct refund amount ✅ Document the reason clearly ✅ Inform the guest of the timeline (card refunds may take days)

When Voiding​

✅ Only void as a last resort ✅ Consider partial refund instead if food was prepared ✅ Document thoroughly ✅ Notify kitchen of the void

Common Scenarios​

Guest Complains About Cold Food​

  1. Apologize sincerely
  2. Offer to remake the item (preferred)
  3. If guest declines remake, apply item discount (25-100%)
  4. Document reason clearly
  5. Notify manager

Wrong Item Delivered​

  1. If not eaten: Remove item, add correct item
  2. If partially eaten: Comp the wrong item, add correct item
  3. If guest ate it: Consider partial discount as goodwill
  4. Always apologize

Guest Has a Coupon​

  1. Verify coupon is valid (date, terms)
  2. Apply order discount for coupon value
  3. Enter coupon code/reference as reason
  4. Process payment with discount applied

Guest Paid Twice​

  1. Verify duplicate payment in order history
  2. Process refund for exact duplicate amount
  3. Document "Duplicate payment - refunding second charge"
  4. Offer printed receipt showing refund

Guest Wants to Remove Item Before Kitchen Gets It​

  1. Simply remove the item from the order
  2. No discount/void needed (not yet submitted)
  3. Resubmit corrected order

Guest Wants to Remove Item After Kitchen Gets It​

  1. Contact kitchen to cancel prep (if possible)
  2. If too late: Void the item (requires manager)
  3. Apply item discount if keeping but unhappy
  4. Document the situation

Troubleshooting​

"Apply Discount" Button Not Showing​

Check:

  • Order is not already COMPLETED or VOIDED
  • Order has items to discount
  • You have discount permissions

Refund Amount Exceeds Paid Amount​

Solution:

  • Can only refund what was actually paid
  • Check order payment history
  • Refund the maximum possible

Manager Approval Keeps Failing​

Check:

  • Manager is entering correct PIN
  • Manager has the required permission
  • Ask a different manager to approve
  • Contact support if PIN system is malfunctioning

Discount Not Reflected in Total​

Try:

  • Refresh the order view
  • Check if discount was actually applied
  • Verify no conflicting discounts
  • Contact support if totals seem wrong