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The Voids Report, Refunds Report, and Order Reconciliation tool give you a clear audit trail of cancelled items and returned payments, plus the ability to repair orders that got stuck before closing out. Use these pages to spot patterns (who is voiding, how often, and why), verify refunds were properly issued, and recover any orders that never reached a final paid or cancelled state.
All three reports are in the Reports section of the web admin dashboard.

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Voids report

The Voids Report shows every item that was cancelled on an order — what was voided, how much it was worth, who did it, and why.

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What you can see

FieldDescription
Item nameThe menu item that was voided
Order numberThe order the item belonged to
Date voidedWhen the void happened
Quantity voidedHow many units were cancelled
Value voidedThe monetary value of the cancelled items
Voided byThe staff member who performed the void
Void reasonThe reason selected at the time of voiding
Manager overrideFlagged if a manager override was required to complete the void

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Filtering and exporting

1

Open the Voids Report

Go to Reports in the left menu and select Voids Report.
2

Apply filters

Filter by date range, the staff member who voided, or the void reason. You can also search by order number or item name.
3

Review and sort

Sort rows by date voided, quantity voided, or value voided to prioritize your review. The report aggregates totals by void reason and by staff member.
4

Export

Select Export CSV or Export PDF to download the results for the selected filters.
Sorting by value voided helps you quickly identify high-value cancellations that may warrant a follow-up conversation with your team.

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Refunds report

The Refunds Report tracks every refund issued across your branch, including the amount, which payment method was used, who processed it, and whether it was successfully completed or later voided.

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What you can see

FieldDescription
Order numberThe order the refund was applied to
Date refundedWhen the refund was processed
Refund amountThe amount returned to the customer
Refund statusEither Completed or Voided
Payment methodHow the refund was returned (cash, card, bank transfer, etc.)
Refunded byThe staff member who issued the refund
Refund reasonThe reason recorded at the time of the refund
Manager overrideFlagged if a manager override was required

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Filtering and exporting

1

Open the Refunds Report

Go to Reports and select Refunds Report.
2

Apply filters

Filter by status (completed or voided), the staff member who issued the refund, refund reason, payment method, or date range. Search by order number to locate a specific transaction.
3

Sort and review

Sort by date or refund amount. The report shows totals for completed and voided refunds separately so you can reconcile against your payment gateway records.
4

Export

Use Export CSV or Export PDF to save a copy.
A refund with Voided status means the refund itself was cancelled after it was created. The customer did not receive money back for a voided refund. If you see unexpected voided refunds, check the manager override flag to understand whether it was an authorized action.

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Order reconciliation

Order Reconciliation is an operator tool for finding and fixing orders that are “money-stuck” — either the customer paid less than the order total, or the order never reached a final state and has been open for too long. There are two tabs:
  • Underpaid orders — orders marked as paid or delivered but where the amount collected is less than the order total.
  • Stuck orders — orders still in an active status (such as open, ready, or awaiting payment) that were created more than a set number of hours or days ago and were never closed.

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Reviewing underpaid orders

1

Open Order Reconciliation

Go to Reports and select Order Reconciliation. The Underpaid orders tab opens by default.
2

Filter if needed

Filter by branch, order type (dine-in, pickup, or delivery), and date range to narrow the list.
3

Review the shortfall

Each row shows the order total, the amount already paid, and the outstanding shortfall.
4

Record a missing payment

Click the action on the row to open the payment dialog. Select the payment method (cash, card, bank transfer, or UPI), enter the amount, and confirm. This records the payment against the order and updates its balance.

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Reviewing stuck orders

1

Switch to the stuck orders tab

Click Stuck orders at the top of the reconciliation page.
2

Set the age threshold

Use the age filter to show orders stuck for at least 4 hours, 12 hours, 24 hours, 3 days, or 7 days. The default is 24 hours.
3

Filter further if needed

Filter by branch, order type, and date range. Search by order number to find a specific case.
4

Resolve the order

For each stuck order you have two options:
  • Record missing payment — if the order was completed but payment was not captured, record it the same way as for underpaid orders.
  • Cancel with reason — if the order should never have been completed, select a cancellation reason and confirm. The order is moved to a cancelled state.
Cancelling a stuck order is permanent. Ensure you have checked whether a payment was ever collected for it before choosing to cancel. All actions are recorded in the audit trail.
The page shows a summary count and total shortfall value at the top so you can see the overall scope before reviewing individual rows.

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Permissions

  • Voids Report — staff with the View Voids Report permission (or general reports access).
  • Refunds Report — staff with the View Refunds Report permission (or general reports access).
  • Order Reconciliation — staff with the Reconcile Orders permission (or general reports access).
If a team member cannot see one of these pages, ask your account owner to check their role permissions under Staff > Roles.

Voiding items and processing refunds

How to void an item or issue a refund directly from an order on the web POS.

Manager override PINs

How manager override PINs work for sensitive actions like voids and refunds.

Daily closing report

End-of-day summary including voids count, refund totals, and cash variance.

Payment records

View all payment transactions and outstanding balances.