You can require POS operators to select a reason code whenever they process a refund or apply a custom discount for a guest. This helps your venue track higher risk actions and improves accountability across the team.
Reason codes are configurable and HQ venues can manage them centrally for all connected venues.
Why use reason codes?
Refunds and custom discounts directly affect a venue’s revenue. Using reason codes gives you greater visibility by:
- Capturing why a refund or discount was given
- Helping managers monitor patterns and identify potential misuse
- Supporting audit and compliance requirements
- Helping spot patterns and potential issues (eg repeated refunds due to equipment downtime)
Set up reason codes
To set up reason codes:
- From Venue Manager, go to Settings > Account > Venue settings
- Scroll to Bookings and inquiries.
- Select Require reason code for booking adjustments. When checked, more options appear below.
- Use the button Add reason code to create a new reason code to appear in POS for the operator actions of either Refunds or Custom discounts (eg "Guest dissatisfied")
Enter a reason code at POS
Once set up, when POS staff are providing refunds or custom discounts, a drop down list appears for the staff member to select the reason (eg "Guest dissatisfied").
If enabled, all POS staff are required to enter reason codes for these actions regardless of their staff role or permissions. Venue managers can view these actions in the audit log later if audit logs are enabled for the venue.
What reason codes should be set up?
Venues can set up different reason codes for refunds and custom discounts, since there’s often different explanations for each action.
While you might decide to include different reason codes for refunds and discounts which suit your venues’ context, here are some recommended generic reason codes and explanations to set up:
Custom discounts
| Reason | Description |
|---|---|
| Staff Error | Discount applied to fix an operator mistake or wrong price entry. |
| Technical Error | Discount applied due to system glitch or duplicate charge. |
| Service Complaint | Discount provided to resolve a guest complaint or negative experience. |
| Delay / Wait Time | Goodwill discount for long wait times or delayed orders. |
| Product Quality Issue | Food or beverage didn’t meet quality standards. |
| VIP / Loyalty Guest | Courtesy discount for regular or high-value guests. |
| Promotional Offer | Guest missed or forgot to redeem an active promotion / discount. |
| Price Match / Adjustment | Discount given to match a competitor or advertised price. |
Refunds
| Reason | Description |
|---|---|
| Incorrect Item Charged | Guest was charged for the wrong item or product. |
| Duplicate Transaction | Guest charged twice for the same purchase. |
| Technical Error | Technical issue resulted in overcharge or misapplied payment. |
| Service Complaint | Refund issued due to poor experience or staff error. |
| Product Quality Issue | Refund issued for substandard food, beverage, or merchandise. |
| Delay / Wait Time | Guest refunded due to excessive wait or operational delay. |
| Guest Cancellation | Guest requested cancellation before or during service. |
| Change of Mind | Guest refunded due to change of preference or order. |
| Venue Closure / Cancel | Venue unable to deliver service due to operational issues. |
| Payment Dispute | Refund processed to prevent or resolve a payment dispute. |
| Gift Card / Discount Error | Refund due to failed or incorrect gift-card or discount redemption. |
FAQs
Can operators add their own reasons in POS?
No, staff must select from the list you create in Venue Manager settings. This keeps reporting consistent and prevents vague or unhelpful entries.
I can’t see reason codes popping up in POS when I process a refund or custom discount. How come?
First, you need to have the reason code feature enabled by ROLLER. Please contact your customer success manager or support to do this. Next, you need to enable and set up reason codes in Venue Manager settings. Read this guide to learn how.
Are reason codes required for all POS adjustments?
No. Once enabled, reason codes are only required for refunds and custom discounts.
Will a manager PIN still be required if reason codes are enabled?
If a POS action (eg custom discount or refund) is protected by manager PIN for certain roles in your venue, like the POS operator role) the manager PIN will still be required in addition to the reason code being selected for that action.
Likewise, if an administrator or manager system role (or a custom role set up with high access to POS) is processing a refund or providing a custom discount, they will still be required to enter a reason code. To learn more about staff roles and permissions in POS, see the guide Create and manage staff roles and permissions.