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Service Recovery Log

Service Recovery Log is an internal, staff-submitted record of service failures — wrong order, cold food, long wait, rude staff, and similar issues — with a severity level, the resolution offered, and a status you track through to close. It is distinct from Guest Feedback (submitted by the guest) and Void & Comp Log (the financial transaction only, not the incident narrative).

📍 Menu path: Finance & Payments → Service Recovery Log

👤 Who uses it: All roles with the Billing feature enabled

Overview

Each incident has an Incident Type (11 preset categories including Wrong Order, Cold/Warm Food, Long Wait Time, Rude Staff, Foreign Object, Billing Error, Cleanliness, Allergy Issue, Portion Size, Item Unavailable, Other), a Severity (Minor, Moderate, Serious, Critical), and a free-text Description of what happened.

Resolution is recorded via a Resolution Taken selection (Apology, Replacement dish, Complimentary item, Discount/Comp, Manager intervened, Full refund, Escalated to owner), plus optional Comp % or a flat Comp ₹ amount (mutually exclusive — setting one clears the other), and a Guest Satisfied flag (Yes/No/Unknown).

Serious and Critical incidents require a Manager Sign-off name before the incident is considered properly closed — the card visibly flags this as outstanding until filled in.

Status flow: OPEN → RESOLVED or ESCALATED, set via quick "Mark Resolved" / "Escalate" buttons on open incidents (escalation is not offered for incidents already marked Critical).

A Recurring This Week alert flags any incident type that has occurred 3 or more times in the last 7 days, and the Summary panel shows Open Incidents, Critical count, Average Resolution time (in minutes, where recorded), and the Top Issue by frequency.

Each incident can be printed as an A4-style report for management review, including the resolution, compensation given, and a manager signature line.

Before You Start

You must have the Billing feature enabled on your plan.

Step-by-Step Guide

1 Log a service failure

Open Finance & Payments → Service Recovery Log and click "Log Incident".
Pick the Incident Type and Severity, then fill in Date, Time, and Table No.
Enter Waiter/Staff involved and a specific Description of what happened (required).
Select a Resolution Taken and, if compensation was given, enter either a Comp % or a flat Comp ₹ amount (not both).
Record whether the Guest was Satisfied after the resolution, and — for Serious or Critical severity — enter the Manager Sign-off name (the field is outlined in amber until filled).
Add Internal Notes (root cause, follow-up, training needed) and click "Log Incident".

2 Resolve or escalate an open incident

On an OPEN incident's card, click "Mark Resolved" once it is handled, or "Escalate" if it needs to go further (not available once an incident is already Critical).

3 Review recurring issues

Check the Summary panel's "Recurring this week" alert for any incident type occurring 3+ times in the last 7 days.
Use the Top Issue stat and the incident-type filter (implicit via card grouping) to decide if a training refresh or process fix is needed.

4 Print an incident report

Click "Print" on any incident card to generate an A4-style report with the full incident detail, resolution/compensation summary, and a manager signature line.

Every Field & Button, Explained

Field / Button	What it does
`Incident Type`	One of 11 categories: Wrong Order, Cold/Warm Food, Long Wait Time, Rude Staff, Foreign Object, Billing Error, Cleanliness, Allergy Issue, Portion Size, Item Unavailable, Other.
`Severity`	Minor, Moderate, Serious, or Critical — Serious/Critical require a Manager Sign-off name.
`Description`	Required free text describing what happened, specifically.
`Resolution Taken`	Apology offered, Replacement dish sent, Complimentary item given, Discount/Comp on bill, Manager intervened, Full refund given, or Issue escalated to owner.
`Comp % / Comp Flat (₹)`	Mutually exclusive — entering one resets the other to 0.
`Guest Satisfied`	Yes, No, or Unknown — recorded after the resolution was offered.
`Manager Sign-off`	Required (enforced only visually, via an amber outline) once Severity is Serious or Critical.
`Status`	OPEN, RESOLVED, or ESCALATED.

Tips & Best Practices

Be as specific as possible in Description while the incident is fresh — a vague entry is much less useful when reviewing patterns weeks later.
Watch the Recurring alert closely — three of the same incident type in a week is usually a process or training issue, not three unrelated bad days.
Always fill in Manager Sign-off for Serious/Critical incidents promptly — it is the record that shows the issue received appropriate management attention.

Troubleshooting & FAQ

I can't save a new incident.

Table No., Description, and Time are all required — the form will not save until each is filled in.

"Escalate" is missing from a Critical incident.

This is by design — Critical is treated as the top of the severity scale, so incidents already marked Critical only offer "Mark Resolved", not a further escalation step.

The Manager Sign-off field is outlined in amber and I can't tell why.

The incident's Severity is Serious or Critical, which requires a Manager Sign-off name before the incident should be considered closed — the amber outline is just a visual reminder, not a hard save-blocker.