topic Re: Bug: No Adjustment to Gratuity on Partial Refund of Catering Invoice in Back Office & Team

Bug: No Adjustment to Gratuity on Partial Refund of Catering Invoice

drdgreen — Fri, 18 Jul 2025 18:23:05 GMT

When issuing a partial refund of one or more items on a catering invoice, we have determined that while the system will correctly refund a portion of the customer-elected tip (%) correctly, the system does not make any adjustment to the 20% gratuity we attach to each order. Conversely, if an item is added to an invoice, both the tip (%) and gratuity (%) are increased correctly.

The Actions: Refund Payment: Refund Item screen allows for a refund of an item, the entire check, the tax or a custom amount, but there is no option to adjust the gratuity. The associated reports in ToastWeb, Sales: Deposit Sales Collected and Payments: Payments, both contain a column called RefundGratuity, but it appears that this functionality does not work correctly.

This appears to be a bug in the system and we need a resolution quickly. We have several invoices on which we owe a partial refund of the gratuity. I have reached out repeatedly to Senior Customer Care Experts and Technical Escalations Advisors for over one month and have not received any guidance.

Re: Bug: No Adjustment to Gratuity on Partial Refund of Catering Invoice

Rob — Tue, 22 Jul 2025 20:40:41 GMT

Thanks for reaching out to the community. Based on what I can find, this is correct, and is a known limitation. While the tip is adjusted correctly, the gratuity remains unchanged. Could you provide your case number? I will work to get some more assistance here!

Re: Bug: No Adjustment to Gratuity on Partial Refund of Catering Invoice

drdgreen — Wed, 23 Jul 2025 14:08:44 GMT

CR-16436 ticket.

I've been chasing this issue with the escalations team for over a month and was never told that this was a known issue. I think the ticket was just created a couple of days ago when I was able to schedule a phone all to go over it. While the issue was logged, no solution was offered.

Even so, it strikes me as a critical item. How many Toast clients are using invoicing in Toast Catering? Surely, they all must do partial refunds from time to time. The bug is at the guests' expense. If your client is unaware of this bug, they run the risk of having an irate guest accuse them of trying to cheat them.

What is the recommended method for compensating the guest correctly?

Given that RefundGratuity is a field in several reports, it is clear that it was intended to be calculated, but the current logic clearly doesn't work. Was is the ETA for a solution?

Thank you.