Permissions
- Voiding an order item requires the Void Order Item capability.
- Processing or reversing a refund requires the Delete Payment capability (and the ability to view payments).
- Sensitive actions — voiding an item after the kitchen ticket has printed, and refunds over your branch threshold or older than the allowed window — require a manager override PIN unless your branch is set to let managers skip it.
Voiding an order item
Voiding removes an item, or reduces its quantity, from an order. How it behaves depends on whether the kitchen has already received the ticket.- Before the kitchen ticket (pre-KOT)
- After the kitchen ticket (post-KOT)
If the item hasn’t been sent to the kitchen yet, voiding simply removes it from the order. No kitchen notice is printed and no manager PIN is needed (you still need the Void Order Item capability).
Open the item's action menu
On the POS or in the order detail view, find the item in the order and open its action menu, then choose Void Item.
Choose the quantity
Void the full quantity, or enter a smaller number for a partial void (for example, void 1 of 3). You can void any amount from 1 up to the quantity on the order.
Pick a void reason
Select a reason from the list, or type a free-form reason. Reasons help with reconciliation and reporting.
Authorize if required
For a post-KOT void, enter the manager override PIN when prompted. The kitchen receives the ITEM VOIDED notice automatically.
Processing a refund
A refund returns money to a customer after a payment has been recorded. Open the refund action from the order’s payment section or from the payment modal.Open the refund
From the order detail payment section (or the POS payment modal), choose the refund action on the payment you want to reverse.
Choose what to refund
Either select specific items to refund (the amount is calculated for you) or enter a free-form amount for a partial or custom refund.
Authorize if required
A manager override PIN is requested when the refund exceeds your branch’s refund threshold or the original payment is older than the allowed refund window. Enter the PIN to continue.
Refund fields
| Field | What it does |
|---|---|
| Refund amount | Calculated from the items you select, or entered free-form |
| Refund method | How the money is returned (cash / card / online / etc.) |
| Refund reason | A reason from the list or your own text |
| Items to refund | Quantity and value per item when refunding by item |
| Manager override PIN | Required only for large refunds or refunds past the age window |
Reversing a refund (void refund)
If a refund was issued in error, you can void it from the order detail view. Voiding a refund requires a manager override and is recorded on the audit trail like any other sensitive action.The refund threshold, the maximum refund age window, and whether managers must enter a PIN are configured per branch. If you’re hitting a PIN prompt you don’t expect, check these settings or ask your manager.
Where to see voids and refunds afterward
Every void and refund is written to the order’s audit trail (who, what, when, and the reason) and rolls up into reporting.- Voids, Refunds, and Order Reconciliation — totals and detail across orders.
- Finding Orders and Managing Order Detail — open an order to see its audit log.
Related
Taking Payments, Splits, and Tips
Record payments, split bills, and add tips before any refund.
Manager Override PINs
Set up PINs that authorize post-KOT voids and large refunds.
Kitchen Tickets (KOT) and Printing
How tickets reach the kitchen and when the ITEM VOIDED notice prints.
Recovering Deleted Orders and KOTs
Restore an order that was cancelled or removed by mistake.