Printed and QR Code Menu Prices Don’t Match: Check Old and New Prices by Ordering Stage

When prices on the printed menu and QR code page don’t match, first check what the guest has already seen and whether anyone has confirmed the order, then explain how the situation will be handled. Don’t simply apply the new page’s prices to existing orders, or assume that all later additions automatically qualify for the old price. Updating displays, honoring prior commitments, and refunding a difference are separate tasks, each of which needs a basis.

What to check first at each of the four ordering stages

• Not yet ordered: Point out the specific affected items and options on the outdated menu, and proactively provide current information so guests can reconsider their choices. Don’t wait until after an order is confirmed to raise the price.
• Order already confirmed: Check the original items, prices, and communications with the staff member who handled the order. Don’t re-enter or retroactively change existing items just to make the displays consistent; refer any dispute to a manager for review.
• Preparing to add more items: Explain the items and prices before confirming the new additions. If the guest mentions a prior price commitment, first verify what it applies to; don’t automatically extend it to all future purchases at the table.
• Question raised after payment: Check the original transaction and what was communicated. An authorized manager should handle any price difference; changing the menu or reprinting the bill is not a refund.

The manager should first agree on a consistent explanation with the on-duty staff, then arrange for the affected tables to be contacted. If there is a dispute, take over based on verified commitments and the restaurant’s service policies, rather than having several staff members give different explanations.

An outdated page on the guest’s phone can help establish what information they saw at the time; the guest remains in control of their phone. Check separately what the page displayed, whether an order was submitted, and whether a price was confirmed, using the order and staff communications as evidence. Keep only the necessary business records; there is no need to collect private chats or a complete set of information from the phone.

If a guest says a staff member confirmed the old price, first ask the colleague who handled the order to explain which items and amount were discussed and how the conversation went. A manager should then respond based on the verified commitment. The current page is for subsequent choices; it cannot replace evidence from the original order.

Use a checklist by option and display location when replacing outdated information

The MenuSnap menu import guide requires checking imported prices against the original. When changing prices, the manager should first list the affected items, options, and set meals, then have front-of-house staff check them one by one on printed menus and phone pages. Assign other staff to replace the small sign at the entrance, display holders, and tabletop materials. Even after saving changes in the back office, staff still need to check on site to ensure that the information guests see matches the explanations given by the on-duty team.

• Items and options: List the specific names, sizes, portions, or combinations to distinguish choices with the same name but different prices.
• What is changing: Record the confirmed new and old information, the actual scope of the change, and items that are unchanged. Don’t make a blanket announcement that all prices have gone up.
• Locations on the premises: Check the small sign at the entrance, counter, display holders, printed menus on tables, and materials held by seated guests. Replacing one stack does not mean everything has been updated.
• Phone pages and staff explanations: Check the current page and make sure staff are using a consistent explanation. A guest’s outdated page can help establish what they saw at the time, but it does not replace the order or a record of verbal confirmation.
• Unresolved matters: Note price differences that still need checking, details of the original order, and the person responsible. Keep only the necessary business information.

Coffees with the same name may come in different sizes, and breakfast combinations may include different drinks. List price changes by specific option and combination, and note which items are staying at their current price so front-of-house staff can explain each one clearly. Price displays may also be subject to local requirements; the restaurant should consult an appropriate professional. This process is for organizing menu information and order-related communications, not for making tax or legal pricing determinations.

Handle existing purchases and refunds using the original records

If a guest questions a price after paying, first check the original transaction and what was communicated. An authorized manager should then handle any difference. For online refunds, rely on the actual outcome shown by the service and payment provider; refunds through a standalone terminal must be checked under the relevant process. Updating the menu addresses future displays, while a refund addresses a difference in funds—hand these off separately. After a network outage, also verify the order and payment, and keep track of anything still being followed up.

When wrapping up, the manager should check separately whether outdated displays have been replaced, whether someone has explained any price differences to seated guests, and whether anything concerning the original orders still needs investigation.