We are having an issue with preauths. We have it set to $10 preauth. The servers have been told to take the customers card prior to adding items to a check.
Despite ensuring that the server is following that order, we are still getting calls from customers about extra charges of the amount of their check less $10. For example, if a customer has a check total of $193, they would see a charge of $193 and a charge of $183. We know that the $183 will drop off, but it should only be $10. I have confirmed that the servers know and follow the proper procedure. The customers have even confirmed that their card was taken and inserted prior to ordering any food. Toast still insists that this will only happen when items are added before the card is taken.
Even in the toast audit tool, it shows that the customer supposedly had a pre auth of $10, but the customer has shown me where the only charges were $193 and $183, no $10 charge.
Has anyone experienced this to know what is going on?
