Question 1

How to work with Superb Payments

Accepted Answer

Working with Superb Payments

Superb Payments handles all financial transactions through the Superb platform — from online prepayments and gift cards to card terminal payments in-store.

|| Note: This applies to Superb Payments v2. If you haven’t migrated, contact us at support@superbexperience.com

Getting Access

Only users marked as "manager" can access payments. You can edit your roles under Users in Partner. You can manage roles yourself — if access issues arise, contact Superb support for verification.

Payments Overview

In your menu bar, go to “Payments” to view:

All transactions across your business
Product Type column shows if it's a:
- Booking
- Gift Card
- POS (card terminal) payment
Search by product/booking code
View payment details, including:
- Amount paid
- Tips
- Refund options
Access your Accounting Report for financial tracking and team/business reviews

Overview of payments

Refunds

You can issue full or partial refunds like this:

Click “Detail” next to the relevant payment
Select Refund
Choose amount (with or without tips)
Refunds arrive in 1–2 working days
Superb refunds 100% of the transaction — no fees are retained

||| ⚠️ **Refunds are i

Question 2

How to set up your products

Accepted Answer

Set up your products for your Superb POS app

Learn how to configure your Superb POS Backoffice and setup your categories and products

Products

To Create a New Product:

First, navigate to Inventory > Products and click "Add New Product".

Fill in the following required fields:

Product Name
Click the "+" icon in the SKU field to generate a unique identifier
Select the appropriate categor

Question 3

Block reservations from iPad

Accepted Answer

Block Reservations on iPad (Superb RES)

Open the Superb RES App

Make sure it’s updated
Log in and stay on the Dashboard

Tap the Calendar Icon

It's next to Quick Book in the top menu) in the upper right corner

Go to “Block Reservations”

Choose dates, time slots, and tables you want to block
To close the whole restaurant, tap SELECT ALL

How to block reservations from iPad

Confirm the Block

You’ll see a light grey bar over the blocked time slot

Block reservations view

Question 4

How to insert a booking

Accepted Answer

Create a Booking, Walk-In, or Group Reservation

1. Create a New Booking

From the Dashboard, you have two options:

Option 1: Double-click on the time slot + table in the grid Option 2: Click the “+” icon (top right), then choose NEW BOOKING

In the New Reservation screen:

Set the Date & Time
Add Guest Name, Phone, and Email
Use Search Guests to find returning customers
Add Profile or Internal Notes (click the ➕ next to the search bar)
Set Number of Guests, Duration, Turnaround Time, and choose Table

* Click SAVE

2. Edit a Booking

Double-click the reservation
Edit notes, guest details, and booking status (cancel, waitlist, etc.)
Use Send Email or SMS Confirmation options
Click SAVE when done

| 📌 Tip: Bookings appear in gold in Day View. Status colours change depending on the update.

3. Use the Walk-In Feature

From Dashboard, click the “+” icon
Select NEW WALK-IN (only available on today's date)
Enter:
- Guest Name (optional)
- Time
- Table
- Number of Guests
- Internal Notes (optional)
Click SAVE

4. Use Quick Book (Fastest Option)

From Dashboard, click the ⚡ lightning icon
Choose number of guests and time slot
- Only available tables for that group size will appear
Adjust details in New Reservation (if

Question 5

Set up rooms and tables

Accepted Answer

Quick Start Guide: Restaurant Setup

Create Rooms

Rooms can be areas like Bar, Lounge, or Main Dining Room.

Go to Rooms → Click Add Room
Name your room
Tick Online Booking if guests can book it
Tick Show Online if guests should see this room
Mark Active and Save
Repeat for each room
Use the pencil ✏️ to edit or drag to reorder

Add Tables

Go to Tables → Click Add Table
Name your table (for internal use only)
Set Min and Max guests
Choose the Room it belongs in
(Optional) Set Priority (higher = booked first)
(Optional) Choose Shape
Tick Active
Tick Book Only in Combination if this table should never be booked alone

How to create tables for your restaurants

Create Table Combinations

Dynamic combinations = tables can be joined in many ways Regular combinations = fixed group of tables

Go to Table Combination → Click Add Combination
Select tables
Set Min and Max guests
(Optional) Set Priority
Tick Active and Save

How to create a table combination

Question 6

How to enable the no-show feature

Accepted Answer

How to Avoid No-Shows

This guide covers how to charge no-shows, what a dispute is, and best practices for protecting your revenue.

Using the No-Show Feature

The No-Show Feature lets you charge guests who don’t show up — if you’ve collected valid credit card details in advance.

Requirements for Charging No-Shows:

A booking must meet ALL of the following:

Made online or manually with a valid credit card
Manually marked as No-Show from the DASHBOARD
A No-Show fee rule (Layer 2) must be set in your system
Once card details are submitted, status changes from Hold → Confirmed

| 📌 Pro Tip: Mark bookings as Hold to request credit card details for manual reservations.

Charging No-Shows

Go to NO SHOWS in the left-hand sidebar menu in Partner
Find the guest’s reservation
Click CHARGE

|| This updates the reservation status to Authorised The charge will automatically be processed by Adyen

You can track the payment:

Copy the Booking ID from the Guestbook
Paste it into Adyen’s Payments search

||| ⚠️ Charges should be made within 5 days of the no-show for best results

What to Include in Your Booking Policy

To legally charge a guest for a no-show:

Your booking policy must mention the no-show fee
The amount charged must be clearly stated
The guest must accept this during the booking process

What Is a Dispute?

A dispute happens w

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