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Reverse a settlement

When this is the right answer

A bill was settled and should not have been — paid against the wrong bill, recorded as cash when it was card, or settled twice.

It is not for a customer changing their mind about an item. That is an order question, dealt with before the bill is settled.

Who can do this

Managers and administrators. Reversing a recorded payment is deliberately not a till-level action.

Before you reverse

Be certain which bill. You are asked for the bill number, and the screen looks it up so you can confirm you have the right one before anything happens.

Know what actually happened to the money. KJB reverses its own record. It does not move money back through a card machine or out of a till — those are separate acts you have to complete yourself, and matching them up afterwards is the whole difficulty.

Get the cash position right first. If the drawer has already been counted, reversing after the count means the count no longer matches — better to sort the order of events than to unpick both.

Steps

  1. Open the reversal, and enter the bill number.
  2. Confirm the bill that comes back is the one you mean.
  3. Reverse the payment.

Expected result: the settlement is undone and the bill is unpaid again.

Things to know

A settlement can only be reversed once. A bill whose payment has already been reversed says so rather than letting you do it twice.

A bill with no active payment cannot be reversed — there is nothing to undo, and the screen says so.

The reversal is recorded. That is the point: an unpaid bill with a reversal behind it tells a story, where a quietly edited one does not.