Zenoti 201 — Advanced Operations

1.1 — Product Refunds

Follow this procedure to process a product return. Take care to enter restock quantities accurately — an opened product should never re-enter inventory.

1. Locate the invoice via the guest profile
2. Select "I want to… refund invoice"
3. Select the product(s) to refund
4. Enter comments explaining the reason for the return
5. Enter restock quantity — enter 0 if the product is opened
6. Proceed to refund
7. Issue refund to original payment method OR prepaid store credit card on the guest profile
8. Print return receipt — tape to the product if marking it as MOS (Merchandise Out of Stock)

1.2 — Service Refunds (Partial or Full)

Service refunds follow a similar path to product refunds, with the option to adjust the amount for partial cases.

• Locate the invoice via the guest profile
• Select the service(s) to refund
• Choose to refund the full amount or adjust to a partial refund amount

1.3 — Product Exchanges

Use Zenoti's built-in exchange flow to process like-for-like or different-product swaps cleanly.

1. Locate the invoice → select "I want to Exchange Product"
2. Select the product being returned; enter return quantity and restock quantity
3. Select the exchange product, quantity, and who sold it
4. A new invoice opens automatically — if the exchange item costs more, collect the difference; if it costs less, the remaining balance is applied to a prepaid card on the guest profile

2.1 — Incorrectly Assigned Tips

When a tip has been assigned to the wrong employee, use the "I want to… Edit Tips" function from the invoice dropdown. This method avoids reopening the invoice entirely and preserves the original close date.

1. Open the invoice dropdown and select "I want to… Edit Tips"
2. Delete the incorrect tip using the trash icon
3. Select the correct employee
4. Enter the tip amount
5. Save

2.2 — Collecting a Missed Tip After Close

If a tip was missed entirely after the invoice was closed, you'll need to reopen it. Always document the reason.

1. Reopen the invoice using your Zenoti username and password — always enter notes explaining why you are reopening
2. Click the Split Arrow → enter employee name(s) and tip amount → Save
3. Collect payment → close the invoice
4. If this is being done after the service date, change the close date back to the original service date via "Edit Invoice"

2.3 — Adjusting Incorrect Retail Commissions (Sold By)

If a retail sale was credited to the wrong employee, you can correct it without reopening the invoice.

• Select "I want to… Edit Invoice" from the invoice dropdown
• Scroll to the Items section
• Click the name listed under "SOLD BY" for the relevant item
• Reassign to the correct employee
• Save

2.4 — Capturing a Missed Service Upgrade After Checkout

If a service upgrade was not captured at checkout, the invoice must be reopened. Use one of the two special Add On services created for this purpose:

• Specialty Massage Service Change — default $30, adjustable
• Specialty Facial Service Change — default $24, adjustable

1. Reopen the invoice using your Zenoti credentials — enter notes explaining the reason
2. Modify the appointment and add the upgrade using the "+" button
3. Take payment
4. Close the invoice

Troubleshooting the Cash Drawer

All Employees

• Recount the drawer carefully
• Compare against cash collections for the shift
• Bring the drawer back to $300
• Note any discrepancies in Zenoti register closure and in the EOD summary

Managers

• Pull the Register Closure Report — Admin → Reports → "Register Closure Report" — this shows cash collected and deposited each day, with any discrepancies flagged
• Investigate tip distribution using the Split Tips Report alongside the cash envelope and tips log
• Use the Sales-Cash Report to identify which team members handled cash during the affected period

Weekly Bank Run

The bank run keeps PALOMA's cash flow accurate and the register properly balanced. Follow this procedure every week.

1. Validate deposits: Pull the Register Closure Report and compare against deposit envelopes. Highlight matching deposits in yellow; flag any mismatches in red for Angela's review.
2. Balance the register: Opening balance is always $300 — confirm this before running.
3. Verify the change envelope in the safe: The envelope should always contain $300 — broken down as $25 in ones, $75 in fives, $100 in tens, and $100 in twenties.
4. Bank run to Huntington Bank at 1555 W 5th Ave, Columbus, OH 43212 — place deposits in the overnight drop box; get change from a teller as needed.