Editing Closed Tickets

Editing closed tickets enables you to make necessary revisions to closed tickets, ensuring that all relevant information is appropriately documented. In this article, we will guide you through the steps to edit closed tickets.

Things to know:

• The ability to edit a ticket is controlled by the "Edit/Refund Closed Tickets" access control 
• Once a ticket is closed, you will only be able to edit or issue a refund. However, tickets with services or products covered by packages or memberships can only be edited. 
• The following info can be edited on a closed ticket:
  • The name of the employee who sold a gift card, package, membership, or product
  • The name of the employee who performed a service
  • Items can be removed from the closed ticket and once refunded are restocked into the inventory
• Tips on a closed ticket cannot be edited after they have been withdrawn. An error message will appear when this is attempted, "Cannot edit because tips were already withdrawn"
• Once the prepaid ticket is closed, it cannot be edited
• Edited tickets that lead to an additional payment or refund will appear in reports both on the original closing date and the date of the most recent edit. For example, if a ticket was closed on April 2, 2024, but later edited on June 4 to remove a service, triggering a refund, the ticket will also be reflected in the reports on June 4 following the refund processing.
• If a ticket is edited to add an item of the same value or price, there will be no prompt for a refund or payment. Instead, the 'Done Editing' button will be displayed, allowing you to complete the edit without further action.

To edit a closed ticket:

1. Navigate to POS > Closed Tickets 
2. Add desired filters and select "Update"
3. You can enter the name of the client or the ticket ID in the "Search by Client Name, Ticket ID" field
4. Select the ticket number to open the ticket
5. When the ticket opens select the 'Edit Ticket' hyperlink
6. The ticket will be in a reopened state where you can make the necessary adjustments
   • If the total price of the ticket is increased, you will be prompted to process the additional payment
   • If the total price of the ticket decreases, you'll be prompted to process a refund  
7. Once done, close the ticket

For more information, contact us at support@mytime.com or (385) 233-6964.

Related Articles: 

Editing Tickets for Prepaid Services

Editing Closed Tickets

Refunding Gift Cards

Refunding Products 

Refunding Appointments