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      INTERNAL- ReKeying Missed Tips (Direct Venues)

      A Step-By-Step Guide to reKeying tips that a server/bartender failed to enter before the End Of Day Report is run by the venue.

      This process is only necessary if the tips are not entered before the End of Day Report has processed.

      This process can take a couple days to complete.

       

      How to ReKey Tips:

      1. Confirm the date of the missed tips.
      2. Login to the manager portal
      3. Navigate to Reports > Transactions.
      4. Adjust the date to the day(s) of the missed tips.
      5. Click on Export CSV in the top right corner.
      6. Create a Google Sheet and import the CSV Transaction Report.
        1. Filter and delete each of the following line items…  Cash Tabs, Declined Credit Tabs, and Tabs with Tip amounts greater than zero.
        2. Add a column to the right in the Google Sheet, label it “Adjusted Tip Amount” and highlight it yellow. 
        3. Add a Column to the right in the Google Sheet and label in “Final/Total Amount”
      7. Once the Google Sheet is complete, email a link to the Venue and document the link in HS The Venue will fill in the missed tip column. Make sure edit capabilities are turned on in spreadsheet and is linked inside Hubspot ticket.
      8. Login to Copilot to Create a Ticket for the Credit Card Details 
        1. Click on Customers on the left side of the screen. 
          1. Enter the Venue Name in the Search Box
        2. Click on the Venue Name in blue under the DBA Name
          1. Confirm the correct Customer ID for the Venue by confirming the Account Status is Live and receiving funds under the MTD Volume.
        1. On the left side of the screen, click on Tickets
        2. Click on the Create Ticket button next to the Search Box
      2. Create a ticket for the venue to have the tips reKeyed
        1. The Venue Name will automatically populate in the ticket.
        2. Click on What type of ticket are you looking for?
          1. Select "Research" from the drop down menu
        3. Click on Reason
          1. Select Authorization/Full Card Request
        4. In the Description box ask for full credit card details for the given day to be faxed to Union.
          1. example: "Please provide full card details for all transactions run on 02/26/2025 through 02/27/2025 by fax to 512-857-2277"
          2. Note: Card Connect reads transactions as the day they were taken so two transaction dates are required. 
          3. example of above: Venue is requesting for transactions for reporting date 2/26/2025 in Union Manager Portal. Transactions were taken before midnight (2/25/2025) and after (2/26/2025) but show in Manager Portal Reports 2/25. Request dates in Card Connect ticket 2/25/2025-2/26/2025
      3. When the ticket is completed.
        1. CoPilot will fax Union the Full Credit Card Information for the Venue to use to reKey the missed Tips (you will need to keep ticket open, and check back daily until fax received)
        2. FAX LOGIN DETAILS
        3. https://myaccount.efax.com/myaccount/login
        4. 5128572277
        5. e-Fax pin 3244
        6. Download fax and open to verify all data is legible and present ( card number, card expiration date and amount originally charged to card)
        7. After verifying step f above, delete downloaded fax from your computer. Do not under any circumstances attach fax to ticket. 
        8. Open Google Doc inside Hubspot ticket and verify that venue has added tips to need to be rekeyed. If not contact venue to obtain this information
      4. After verifying fax and Google Doc details from step above: 
        1. Escalate ticket to payment processing certified agent in ticket and slack
        2. Once confirmed from certified agent transfer ticket into certified agents name