We have a tender type (return merchandise card, basically a gift card) that has the option to prevent cashier over tendering checked. We got a report of one card that should have had a balance but was actually 0. When we looked into the card history, we found a negative tender on the card. I ran a query at our HQ, I found 90 entries with negative amounts over the past year. I went through our testing environment and tried every method I could think of, but I have yet to actually get the point of sale to overtender to that tender type. Does anyone know of a reason this could happen? Looking at the journal from the latest incident, it was the only tender type used (ie, did not combine cash and card etc).
I pulled security video from the register but I can't really tell what was entered. I also verified that the tender type options match at the HQ and store levels. I'm launching an investigation with the store and the cashier but from the video, it looks like he called his manager over right away and realized something was wrong. I can provide an example if needed. Any thoughts or help appreciated!