> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ofatoura.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Voiding Items and Processing Refunds

> Void order items before or after the kitchen ticket prints, handle partial-quantity voids and reasons, and process or reverse refunds from the web admin POS.

Use the web admin to remove items from an order or return money to a customer. Voids correct an order before it's settled; refunds give money back after payment. Both keep a full record of who did what, when, and why.

This page describes the browser dashboard. For the same actions on a phone or tablet, see [ePOS App Settings and Manager Overrides](/epos-app/settings-and-overrides).

## Permissions

<Info>
  * 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.
</Info>

## 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.

<Tabs>
  <Tab title="Before the kitchen ticket (pre-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).
  </Tab>

  <Tab title="After the kitchen ticket (post-KOT)">
    Once the kitchen has the ticket, the item is already being prepared. Voiding it requires a **manager override PIN** and prints an **ITEM VOIDED** notice to the kitchen so the line can stop cooking. The void is recorded on the order's audit trail.
  </Tab>
</Tabs>

<Steps>
  <Step title="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**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Pick a void reason">
    Select a reason from the list, or type a free-form reason. Reasons help with reconciliation and reporting.
  </Step>

  <Step title="Authorize if required">
    For a post-KOT void, enter the manager override PIN when prompted. The kitchen receives the **ITEM VOIDED** notice automatically.
  </Step>

  <Step title="Submit">
    Confirm the void. The item (or the voided quantity) is removed and the order total updates.
  </Step>
</Steps>

<Warning>
  If you void the **last remaining item** on an order, the order is automatically cancelled — there's nothing left to serve or charge for.
</Warning>

<Tip>
  The reasons shown in the void list are the same cancel reasons you manage for kitchen tickets. See [KOT Settings, Cancel Reasons, and Marking Items 86](/kitchen/kot-settings-and-86) to edit them.
</Tip>

## 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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Choose the refund method">
    Pick how the money goes back — cash, card, online, and so on.
  </Step>

  <Step title="Add a reason">
    Select a refund reason from the list or type your own.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Process">
    Confirm the refund. The amount is recorded against the payment and the order status updates.
  </Step>
</Steps>

### 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.

<Note>
  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.
</Note>

## 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](/reports/voids-refunds-reconciliation) — totals and detail across orders.
* [Finding Orders and Managing Order Detail](/pos/order-list-and-detail) — open an order to see its audit log.

## Related

<Columns cols={2}>
  <Card title="Taking Payments, Splits, and Tips" icon="credit-card" href="/pos/payments-and-tips">
    Record payments, split bills, and add tips before any refund.
  </Card>

  <Card title="Manager Override PINs" icon="key" href="/staff/manager-override-pins">
    Set up PINs that authorize post-KOT voids and large refunds.
  </Card>

  <Card title="Kitchen Tickets (KOT) and Printing" icon="chef-hat" href="/pos/kot-and-kitchen-print">
    How tickets reach the kitchen and when the ITEM VOIDED notice prints.
  </Card>

  <Card title="Recovering Deleted Orders and KOTs" icon="rotate-ccw" href="/pos/deleted-orders-recovery">
    Restore an order that was cancelled or removed by mistake.
  </Card>
</Columns>