A customer disputes an order after the shift closed
A customer comes back — often the next day — and questions what they ordered, how much they paid, or when they ordered it. The shift that took the order is already closed, and you want to check the record.
You can. Closing a shift only closes the cash count for that till — it doesn't remove, lock or archive any order. Every order stays on Rewardly's server with its times, items and payments, and orders are never deleted, so you can look one up whenever you need to.
Symptoms
- A customer disputes a bill, an item, or the time they ordered, after the shift closed.
- The order doesn't appear when you open the POS Orders list.
- The shift report shows totals, but not the orders behind them.
Likely causes
- The list is showing today. The POS Orders list opens on Order Time: Today, so yesterday's orders are hidden until you change it.
- The order is filed under the day the tab was opened, not the day it was paid. A bar tab opened at 11:25 pm and paid at 12:33 am is listed under the earlier date — on the POS and in the admin.
- Only paid orders are shown by default. Both the POS and the admin order lists start with Payment status: Paid, so a refunded, cancelled or unpaid order is hidden until you change that filter.
- Shift reports don't list orders. The Shift Report, on the POS and in the admin, shows totals only — there's no way to open a shift and see its orders. Look the order up in the order list instead.
How to fix
Find it on the POS
- Open Orders and tap Filters.
- In Search, type the order number (e.g.
0081), the receipt number (e.g.26032481) or the customer's phone number. Search looks back 90 days whatever the Order Time filter is set to. - No number to search by? Set Order Time to Yesterday, or to Specific Date and pick the day the tab was opened. Then look for the table and the amount.
- If the order was refunded or never paid, change Payment status from Paid — search respects this filter too.
- Tap Confirm — the filters only apply after you confirm.
Open the order to see:
- Ordered Date — the date and time the order was created. For a table tab, that's when the first round went in.
- Every line with its quantity. A line removed before payment stays on the order as x0, with its Deleted Reason:.
- Payments — each payment's method, amount and status.
To give the customer a copy, reprint the receipt from the order. It prints the Order Time (when the order was opened), the Payment Time (when it was fully paid) and the Printing Time (now).
Two things to know before you reprint
- The Employee printed at the foot of the receipt is whoever is logged in to the POS when you reprint — not the staff member who served the customer.
- Don't reprint the kitchen chit to check timings. It prints the whole order with the tab's opening time, and sends a REPRINT chit to the kitchen or bar printer.
Find it in the admin
- In the sidebar open Sales → Orders (
/orders). - In the Order/Receipt/Phone search box, type the receipt number or the customer's phone number. To search by order number, type exactly 4 digits — order 42 is
0042. Order numbers start again every day, so add a date filter as well. - No number to search by? Use Add filter → From and To. Both take a time of day, so you can cover a whole night — say 10:00 pm to 2:00 am the next morning. Add Outlet Register if you run more than one till.
- Payment status starts on Paid. Clear it to see refunded, cancelled or unpaid orders.
Open the order to see:
| Field | What it tells you |
|---|---|
| Created At | When the order was opened, to the second. |
| Employee | The staff login that took the most recent payment on the order — or the one that opened it, if it hasn't been paid. |
| Items in Order | Every line and its quantity. A line removed before payment shows as Quantity: 0 — its reason is on the POS. |
| Payments | Each payment with its time. Tap Show all when there's more than one. |
Admin times are in Singapore time
The admin shows every date and time in Singapore time (GMT+8).
To keep a copy, Export the order list to CSV. You'll need both a From and a To date (up to three months apart). Each row has the order's Created time and its items.
When each round was ordered
On a table (Full Service) order, each batch of items you Confirm is a round. Rewardly numbers every round — T11-1, T11-2 and so on, for table T11 — and records the time it was sent. Each item keeps the time of its round.
Here's where you can see those times:
| Where | What it shows |
|---|---|
| POS, table still open — long-press the table, then Transfer order | Every round, with the time it was sent and its total. Gone once the tab is paid. |
| The kitchen or bar chit printed for a round | Order Time is that round's time, with its Batch No. Only if your printers print chits. |
| Admin Sales by Item, with Group By Item turned off | One row per item line, with its Created At time. Paid orders only, and there's no order or table number — match by item name and time. |
| POS order detail, receipts, admin order page | Not per round — only when the order was opened and when it was paid. |
If you need the round times for a closed tab and can't get them from these, contact Rewardly support with the order number and date.
What isn't recorded
- Who rang up each round. An order records the staff login that took payment (and the one that opened it), not who added each round. If your chits print the footer, the kitchen or bar chit for each round shows the name that was logged in.
- A quantity raised on a line that was already sent. If staff increase the quantity of an existing line instead of adding the item again, the extra units keep that line's original time.
- A quantity lowered but not to zero. Removing a line completely keeps it on the order with its reason. Reducing it — say from 3 to 2 — before payment isn't logged.
Deleted lines aren't in the Void Item Report
The admin Void Item Report only lists items reversed with the POS Refund → Item flow. Lines deleted from an open tab — the ones with a Deleted Reason — aren't in it. Check those on the POS order detail.
Still stuck?
Contact Rewardly support with the outlet, the date and rough time, the table number, and the order number, receipt number or customer phone if you have one, plus the amount. Support can read the full order record, including when each round was sent and which lines were removed.
Related
- Orders, Refunds & Voids — the POS Orders tab and order detail.
- Order Management — the admin order list.
- Registers, Shifts & Cash — what opening and closing a shift does.
- Table Service — how table orders and rounds work.