Why can't I close a ticket?

Payment Errors

Integrated Credit Card Payment Applied to the Wrong Invoice

Issue: Credit card payments are processed inaccurately or applied to the wrong invoice.

Resolution: Reverse the incorrect invoice (including the card refund), replicate the work order, then apply the payment to the correct open work order.

1. Locate the incorrect (closed) work order.
   • Open the incorrect work order where the payment was applied.
   • Confirm the payment type (credit card), payment amount, and date processed.
   • Confirm the batch status (ensure it is not locked/posted, if applicable).
2. Reverse the incorrect invoice and refund the credit card.
   • In the Reverse/Replicate function, select Reverse/Replicate and choose Reverse Invoice.
   • Confirm the system generates a reversing invoice and a credit/refund back to the original credit card.
   • Verify the credit card refund processes successfully, the work order balance reflects the reversal, and revenue is properly negated.
3. Replicate the work order.
   • After reversing, use Replicate on the same work order to create a duplicate work order with identical charges.
   • Review labor lines, parts, taxes, and fees.
   • Do not close the replicated work order—select Save and Return and leave it open.
4. Locate the correct open work order.
   • Search for the correct customer work order and confirm it is open.
   • Confirm charges are accurate, no prior payment was applied, and the total matches the intended payment amount.
5. Process the credit card payment on the correct work order.
   • Open the correct work order.
   • Select Payment, process the credit card transaction, and confirm approval.
   • Close the work order once the payment is successfully applied.

Advance Payment Not Applied Properly (Store-Created Only)

Issue: Advance payments may be entered in error at the store, may need partial refunding due to product/service changes on the work order, or may need to be refunded to the customer.

Resolution: Reverse the incorrect advanced payment and re-enter the correct deposit amount on the open work order.

Note: This resolution applies only to advanced payments created by the store at the store.

1. Open the work order.
   • Locate and open the work order containing the incorrect advanced payment.
   • Verify the work order is still in Open status.
2. Navigate to Advanced Payments.
   • Select Payments.
   • Select the Advanced Payments tab.
3. Reverse the incorrect payment.
   • Identify the incorrect deposit in the payment list and select the payment line that needs correction.
   • Select Reverse Payment.
   • System action: The payment screen auto-populates with the opposite of the original payment (a negative amount). Review for accuracy.
   • Select Confirm, then select Create Payment to finalize the reversal. This offsets the original deposit and returns the work order to a zero-deposit balance for that transaction.
4. Re-enter the correct deposit amount.
   • Select Create Payment at the bottom of the Advanced Payments screen.
   • Enter the correct deposit amount.
   • Select the correct payment type (or process card, as applicable).
   • Select Create Payment to apply the corrected advanced payment.

Permissions required: Technicians do not have permission to process advanced payments. This process is limited to Sales Reps, SCM/DM/RM, and Accounting/Finance users. Only these roles can use the Reverse Payment option to correct an advanced payment.

No Credit Card Specified

Issue: A payment was entered without selecting a card type (debit, credit, Visa, MasterCard, etc.).

Resolution: Reopen the batched invoice and correct the payment type (requires elevated permissions).

Permissions required: Only District Managers (DMs), Regional Managers (RMs), Service Center Accountants (SCAs), and Accounting/Finance users can reopen batched invoices for end-of-day corrections.

Wrong Invoice Charged

Issue: A credit card was charged to the incorrect work order, often due to workflow or validation failures at the counter.

Resolution: Review counter workflow and ensure customer and work order information is validated before processing payment.

Balance Errors Preventing Ticket Closing

Online Sales Price Mismatch (Tire Connect)

Issue: The price paid online via Tire Connect does not match the balance due in HITS, often due to rounding or tax differences.

Resolution: Add a line to the work order to resolve small variances, and verify the install package and payment match.

Product Changes After Online Purchase

Issue: Removing or adding products after an online purchase can create price variances.

Resolution: Adjust the sellout price on the ticket to honor the price paid online.