Voiding Items and Orders
Punched the wrong item? Customer changed their mind before paying? A void corrects a line before money is collected — with a reason attached so your records stay complete.
Void, cancel, or refund?
| Action | When | Money |
|---|---|---|
| Void | Remove one or more items (or empty the order) while void is still allowed — typically before any payment. | None collected yet |
| Cancel | Call off the whole order earlier in the lifecycle | None (deposits handled separately) |
| Refund | Return money for a paid and Closed order | Yes — Refunds (Starter+) |
Once the order has payment recorded, Void is hidden. Close the order and use a refund instead so collected money and sales records stay aligned.
How to void items
Open the order
From POS → Orders, open the unpaid (or still-voidable) order.
Choose Void
From the order's Menu, tap Void Items. Select the item(s) — you can void a partial quantity, for example void 1 of 3 lattes and keep the other 2.
Pick a reason
Every void needs a reason (Wrong item, Customer changed mind, Operator error, Duplicate entry, Item unavailable, Kitchen error, Test or training, Other). Optional note for context.
Manager approval if asked
With the Staff Operations add-on and void approval policy on, a PIN pad appears — a manager approves in place without switching the active operator.
What happens after a void
- Flagged, not erased. Voided lines stay on the order for audit but no longer count toward totals, sales, tax, or stock.
- Kitchen updates. KDS drops voided lines when the KDS add-on is active; a kitchen printer can print a void slip when configured.
- Voiding everything voids the order. Status becomes Voided — separate from cancelled.
- Reports. Session Z-reports and loss-prevention views (when Reports / Session add-ons apply) break voids down by staff and reason.
Why reasons matter
Spikes in “Operator error” may mean training gaps; “Item unavailable” may mean a stock problem. Review the Voids Report when your plan includes it.
The void slip
If you've set up a printer to handle voids, a void slip prints automatically
the moment the void goes through — no extra step.
It's the paper trail for a correction that has already reached the kitchen or
bar. Give it to whoever is preparing the order so they stop working on the item,
and keep it with the shift's paperwork.
To turn it on, add a routing rule with the Void trigger against the printer
that should get it — usually the same one printing kitchen tickets. See
Routing Rules.
Kitchen screens update on their own
If you run the Kitchen Display, voided items disappear from it live — the slip
is for stations working from paper.
Who can void
Voiding uses the same Point of Sale permission as other register actions. Staff Operations can require manager PIN approval in addition.
Related guides
- Managing POS Orders
- Using the POS Register
- Refund Overview (Starter+)
- Voids Report (Lite+)