Owner of a ticket

[MKAK]

We use users for our restaurant to keep track of tips. This involves every server having their own login so that all of their tickets will be assigned to them. We just started having a problem where if a servers ticket (employee A) is cashed out on a console signed into a different user (employee B), the ticket has started automatically being “owned” by employee B with no way to change the owner as it is already checked out. This means that tickets tip will be included in employee B’s tip report and not employee A. This is a problem because sometimes our servers get busy and can’t check out a table so another server will check them out on their console. That server can’t log in under the other server because they don’t know their pin. This never used to happen and we don’t know if a setting changed. Does anyone know how to make an owner of a ticket stay the same no matter what user is the cashier of the ticket? This is how it used to be for us!

[TheRealChipA · Accepted solution]

Hey @MKAK.  Sorry it took so long for me to answer this, but I had to read and re-read your post a few times before I finally understood what you were asking.  I hope I have it right now and, if I don’t, just let me know and please clarify and I’ll try again.

It looks like a device setting has gotten changed.  I can’t answer the “why” or “when” questions but can help you fix it.

Go to your online dashboard > Device Management > Service settings > Tip adjustment.  Most likely the option “Team member who closed the check” is the one enabled right now.  This is causing your issue.  Change this to “Team member who opened the check” and save, etc.

Now, no matter WHO closes a check the tips will be attributed to the team member who opened the check.

[TheRealChipA · Accepted solution]

Hey @MKAK.  Sorry it took so long for me to answer this, but I had to read and re-read your post a few times before I finally understood what you were asking.  I hope I have it right now and, if I don’t, just let me know and please clarify and I’ll try again.

It looks like a device setting has gotten changed.  I can’t answer the “why” or “when” questions but can help you fix it.

Go to your online dashboard > Device Management > Service settings > Tip adjustment.  Most likely the option “Team member who closed the check” is the one enabled right now.  This is causing your issue.  Change this to “Team member who opened the check” and save, etc.

Now, no matter WHO closes a check the tips will be attributed to the team member who opened the check.

[matt68]

Same thing happened to us last week!    Very frustrating!    

[AAW]

This happened to us as well and is still happening.  We reviewed the device settings and they are set to team member who opened the check but it is still closing and linking to the team member that closed the check.  Other suggestions?  

[GenAxe]

The exact same thing is happening to us and we have been with Square for a long time and I've spent many hours with Square support and nothing seems to be being resolved.  We are also having line item discount issues all of a sudden as well.  Very frustrating when trying to run a business. 

[matt68]

The Owner of a ticket issue has been corrected in Version 6.5 which was released 8/21/24.       

We did have to delete the app from the I pad and re-download it from the app store to make it accept the new version.

Customer support was very helpful assisting me and getting in touch with the engineering team to address the issue and create an update that fixed it.

[GenAxe]

Thank you so much for that info-the square support teams should know about this so they can suggest that immediately.  Appreciate you! Although I do have to say the girl Christine I was on the phone with in support really stuck with me to try and figure it out. Thanks again!

[matt68 · Accepted solution]

The Owner of a ticket issue has been corrected in Version 6.5 which was released 8/21/24.       

We did have to delete the app from the I pad and re-download it from the app store to make it accept the new version.

Customer support was very helpful assisting me and getting in touch with the engineering team to address the issue and create an update that fixed it.

[TheRealChipA]

Wow. @matt68 Thank you for taking the time to come back and report this. So often, people only complain here and never think how helpful it would be to report resolutions. As I fellow seller I applaud you and hope that your post helps everyone else here!