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 setting.
• Refunds and edits cannot be processed for tickets linked to a deleted location or account.
  • If a child account is deleted, the associated tickets will no longer be accessible.
  • If a single location is deleted from a child account that still has other active locations, the tickets will remain accessible from the client profile and reports but cannot be edited or refunded.
    
• 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 employee assigned to a gift card, package, membership, or product sale
  • The employee who performed a service
  • Items can be removed from the ticket and, once refunded, are restocked into inventory
• Once a ticket is fully refunded or partially refunded, it cannot be reopened. 
  
• Tips on a closed ticket cannot be edited after they have been withdrawn from the register. Attempting to do so will display the following error: "Cannot edit because tips were already withdrawn."
• Once the prepaid ticket is closed, it cannot be edited
• Edited tickets that result in an additional payment or refund will appear in reports on both the original closing date and the date of the most recent edit. For example, a ticket closed on September 1 for $100 and later edited on September 5 to add a $20 item will show the following:
  • $100 on September 1
  • $20 on September 5
    
• If an item of equal value is added during an edit, no payment or refund will be required.
  Commission for product, membership, package, and gift card purchases is determined by the staff member selected in the commission dropdown on the ticket.
  
• By default, a staff member is assigned based on the “Default Commissionable Employee for Product and Prepaid Sales” setting. Learn more here
• When a closed ticket is edited (reopened) and items are removed, a red “Removed” label will appear next to the item on the ticket. This label includes the following details:
  • Products: Item name, quantity, refunded value, the employee who performed the removal, and a timestamp
  • Services & Class Enrollments: Client name, assigned employee, appointment or class session start and end times, refunded value, and the employee who performed the removal. Removing a service or class enrollment from a ticket does not delete the appointment or enrollment. It simply unlinks it from the ticket, allowing it to be added to another ticket.
  • Memberships: Name of the membership, refunded value and the employee who performed the removal and time stamp
  • Packages & Gift Cards: Name of the package or value of the gift card, refunded value and the employee who performed the removal and time stamp 
    
• By default, ticket numbers are generated as alphanumeric codes (e.g., R0T4TX5P). You can configure your account to use sequential ticket numbers instead (e.g., 062-00002). This is controlled by the hidden setting “Show Sequential Receipt Number on Tickets.” To enable this feature, please contact our support team at support@mytime.com 
  

Contents:

• Accessing The Ticket
• Editing Tickets with Services
• Editing Tickets with Product 
• Removing Items From Tickets

Accessing The Ticket

A closed ticket can be accessed from either the Schedule or the POS.

Schedule:

1. Navigate to the Schedule
2. Locate the appointment you want to edit and click to open it
   
3. Click the ticket at the bottom of the appointment modal

POS > Close Ticket:

1. Navigate to POS > Close Ticket
2. Add the desired filters and select "Update"
3. 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 

Editing Tickets with Services

1. Click 'Edit Ticket' at the bottom right of the ticket 
2. Click 'Edit' below the service details to open the appointment modal 
3. In the appointment modal, you can change the following:
   • The name of the employee who performed a service
     
   • The value of the service
     
   • The service assigned to the appointment
     
   • The resource (if applicable)
     
4. Click 'Save'
5. The updated service will be reflected on the ticket 
   
6. If the updated total is less than the original amount collected, a 'Refund' button will appear
   
7. If the updated total is more than the original amount collected, a 'Take Payment' button will appear.
8. Process the refund or collect additional payment, then close the ticket to complete the edit
   

Editing Tickets with Product 

1. Select the 'Edit Ticket' hyperlink 
2. The ticket will be in a reopened state where you can make the necessary adjustments: 

   • Updating the product price

   • Changing the staff member assigned to receive commission (if applicable)
     

   • Applying discounts

3. If the updated total is less than the original amount collected, a 'Refund' button will appear
4. If the updated total is greater than the original amount collected, a 'Take Payment' button will appear
5. Process the refund or collect additional payment, then close the ticket to complete the edit

Removing Items From Tickets

1. Select the 'Edit Ticket' hyperlink 
2. The ticket will be in a reopened state where you can make the necessary adjustments 
3. To remove an item (appointment, product, membership, or package), click the 'Remove' link below the item
   
4. You can replace the removed item with another appointment, product, membership, package, or gift card
   
5. To complete the edit:
   
   If the total price increases, you will be prompted to process the additional payment 
6. If the total price decreases, you will be prompted to process a refund 
7. Once done, the closed ticket will list both the original and newly added items.

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

Related Articles: 

Editing Tickets for Prepaid Services

Refunding Gift Cards

Refunding Products 

Refunding Appointments

Refunding Package Purchases

Refunding Memberships and Membership Charges