When a customer walks out

Sometimes customers leave without paying, whether intentionally or by accident. Here’s how to handle this situation in Tebi:

If the customer hasn’t paid yet

When a customer leaves without completing payment, you’ll need to close the sale properly to maintain accurate records:

Open the unpaid sale
Tap the three dots (⋯) at the top of the sale
Select Add/remove discount
1. If you need to create a discount code, see this article.
Apply a 100% discount with a name like “Customer walkout” or “Theft”
Tap Pay €0.00 to close the sale

Note: you can pull a report in the Back Office to see how often discount codes are used. Go to Reports > Reports List > Discount Report

Note: After clearing and closing the sale, the empty invoice will still be logged for record-keeping purposes.

If the customer paid for some items or made a prepayment on their reservation but left before paying the full amount:

Review what was actually consumed/taken
Remove any products they didn’t take from the sale
If there’s still an outstanding amount for items they did take, apply a 100% discount to those remaining items
Tap Pay €0.00 to close the sale

Use Tebi’s Floor Plan feature to keep track of table statuses
Enable “Show amount due on Floor Plan” in Settings > Preferences to see outstanding amounts at a glance
Set up sales highlighting to show sales that haven’t been opened in a while (yellow warning after X minutes, red after Y minutes)

These walkout incidents will appear in your reports, helping you:

For more detailed guidance on managing sales and payments, check out our articles on creating your first sale and how to close an open sale.