Issue:

Guest was charged incorrectly on their credit card for an order on the Brink POS Terminal.  A manager or hourly team member is having trouble editing the payment.  They're receiving an "overpayment" message when trying to change the order and charge the card again, but Brink is not allowing them to adjust the payment. 

Note: Unfortunately there is not an easy fix for this.  Adjusting closed credit card payments charged on the Payment Device in Brink is not supported.  

Requirements:

• Login ID to the Brink POS Terminal
• The physical Credit Card OR Original Credit Card number and expiration date

Steps

1. Wake up the POS Terminal and enter your ID. 
2. Reopen the order
   1. View Closed orders (bottom toolbar) 
   2. Find the order in questions. 
   3. Tap the order 
   4. From the bottom buttons, click "Reopen Order".
3. Highlight the payment by tapping it.  
4. From the bottom left of the screen, select "DELETE/VOID" (this removes the payment from the cardholder, but may take a few days to show as removed from their statement).
5. Make the required changes to the order. 
6. Run the card again once the order has been adjusted correctly.   

In the event that you do not have the credit card to run again, and the guest making the complaint refuses to provide you with the card number again, then unfortunately the order must be fully voided and taken as a loss.   (the other option would be to keep the payment and not make any adjustments for the guest, but most location managers will choose to side with the guest.)