thread Re: Reopening a closed pre-auth tab in Orders, Menu Items, Catalog & Fulfilment

Reopening a closed pre-auth tab

Getonthebus — Sat, 20 Sep 2025 13:54:15 GMT

Trying to reopen a check that was pre-authorized with a card. The tab was closed and ten the lady came back and said - "Hey, just add a gratuity on there." but server had already closed it. How can we reopen that or have we missed the window?

Re: Reopening a closed pre-auth tab

TheRealChipA — Sun, 15 Dec 2024 13:28:50 GMT

Hey there @Getonthebus.

First, we need to check a setting. Go to your online dashboard main menu > Device Management > Service Settings > Reopen checks. If your reopen method is currently set to “reopen and remove payment method” then change it to “reopen and keep payment method and save the setting.

You can then go back to a Restaurants POS and find the transaction and click on the “reopen check” button and make the adjustments. One thing to keep in mind, as shown on the setting screen you looked at earlier — “Reopening a closed check and preserving the authorization of a payment method will delay when the final bill amount is settled. Your reporting and item sales will be impacted.”

Re: Reopening a closed pre-auth tab

MayaP — Wed, 18 Dec 2024 20:01:13 GMT

Hey there, @Getonthebus. Thanks for reaching out. Did @TheRealChipA's suggestion resolve this for you?

Re: Reopening a closed pre-auth tab

Getonthebus — Tue, 31 Dec 2024 15:03:30 GMT

Thank you Chip!! This is PERFECT!

Re: Reopening a closed pre-auth tab

Getonthebus — Wed, 01 Jan 2025 14:39:11 GMT

Yes he did. Was wondering if anyone had issues with processing refunds once this was turned on...

Re: Reopening a closed pre-auth tab

TheRealChipA — Wed, 01 Jan 2025 14:44:09 GMT

That setting should have nothing to do with processing refunds @Getonthebus

Can’t you be more specific (including messages and/or screen shots) about this question?

Re: Reopening a closed pre-auth tab

Getonthebus — Wed, 01 Jan 2025 15:51:31 GMT

I processed a refund for an online order the other day and it is still (day 5) a pending refund. My typical refunds take a few hours to process. Just surprised. Chatted with Square Support and they stated 2 - 7 days for a refund to process. Customer is unhappy as we are on day six.

Re: Reopening a closed pre-auth tab

BofBArtStudio — Wed, 01 Jan 2025 15:54:49 GMT

I can understand the frustration For you and your customer, but the best thing to explain to your customer is that it is bank business days in terms of the two to seven days. With so many bank holidays during this time of year it affects the time frame for those refunds. When that is explained to them it is very easy to understand.

Re: Reopening a closed pre-auth tab

Getonthebus — Wed, 01 Jan 2025 16:12:13 GMT

Correct. And that is exactly what I shared with them.

Re: Reopening a closed pre-auth tab

MayaP — Wed, 05 Feb 2025 14:33:50 GMT

Hey @Getonthebus I’m just catching up on this thread. I’m glad Candlestore was able to help resolve your first inquiry.

I apologize for any frustration regarding this refund, I hope your seller has received their funds. As @BofBArtStudio mentioned, refunds typically take 5–7 days but can sometimes take up to 4–14 business days, depending on the customer’s bank. Once we’ve completed the refund on our end, it’s up to the customer’s bank to process and deposit the funds.

If there are still any issues, please reach out to Customer Support for further assistance. Our team is available at 855-700-6000, Monday to Friday, 6 AM - 6 PM PT. If you need anything else, don’t hesitate to tag me!

Re: Reopening a closed pre-auth tab

MayaP — Wed, 05 Feb 2025 14:34:46 GMT

I appreciate all the support you guys provided on this thread @BofBArtStudio @TheRealChipA . You guys are amazing!