topic Re: Void loyalty add value? in Guest Experience

Void loyalty add value?

Rob_C — Tue, 03 Jun 2025 11:18:52 GMT

Re: Void loyalty add value?

HearthpizzeriaB — Tue, 03 Jun 2025 15:16:38 GMT

If you pull up a rewards account you can go into the adjust balance button and input a negative number to remove the accrued points that you would want to void.

Re: Void loyalty add value?

au79teahouse — Wed, 04 Jun 2025 01:38:00 GMT

It is caused by change of payment method. Possibly someone accidentally pressed cash while customer paid with card. Cash payment was voided and then took the card payment. That is why you are seeing "add value", "void added value", and then "add value". If it happens very often, I would suggest you to look into the account activity to see who handled the transactions in these two incidents.

Re: Void loyalty add value?

rcmck — Wed, 04 Jun 2025 02:11:06 GMT

I think it also happens when a tip is later added on credit card transactions when you use traditional printed and signed slips. I see these voids on almost every loyalty transaction. No idea the reason, I feel like it didn't always do that, luckily hasn't caused too much confusion or customers asking why, would be nice to have a definite answer to give them when they do.

Re: Void loyalty add value?

au79teahouse — Wed, 04 Jun 2025 02:26:34 GMT

We have not used the physical sign slips since switching to Toast. That would explain the frequency of the voids. Thank you for the information!

Re: Void loyalty add value?

Rob — Wed, 16 Jul 2025 18:06:52 GMT

Hey everyone, I was able to gain some insight from our product team on this matter. This is what they had to say:

The "void add value" and "add value" typically come from tips applied to checks after payment. Although a tip does not result in a change to points (accrual is on subtotal before tip/tax), when the tip is added, Toast processes a check update and recalculates the accrual. We know this can be tedious from a reporting and program management perspective, and are considering this feedback for future improvements.

Re: Void loyalty add value?

Rob_C — Thu, 26 Feb 2026 14:48:10 GMT

is this something the guest sees? I have a guest that thinks that because of this happening that he's not getting the points

Re: Void loyalty add value?

rcmck — Thu, 26 Feb 2026 18:01:58 GMT

It does show on the guests loyalty history