Void an item or an order

Voiding takes an item or an order off the bill while keeping a record of it: what it was, who voided it, why, and who approved it. Use it for mistakes and changes of mind on open orders. Once an order is paid, money goes back with a refund instead.

Before you start

• Each role can have a Maximum void amount. The Cashier role starts at 100 in your currency. A void above it needs a manager's PIN.
• Without the permission, the action shows a lock. You can still tap it and a manager approves with their PIN. See How manager approval works.

Remove or void an item

Not sent yet: tap the line and choose Remove line. The item disappears without a trace; the kitchen never saw it. No reason is needed.

Already sent:

1. 1Tap the line on the ticket.
2. 2Choose Void with reason.
3. 3Pick a reason: Customer changed their mind, Entered by mistake, Out of stock, Preparation error, Took too long or Other (with details).
4. 4Tap Confirm void.

The line stays on the order as voided; tapping it shows "This line was voided: {reason}." The order total drops by the line's amount.

Void a whole order

1. 1Open the order and tap Order actions (the three dots).
2. 2Tap Void order at the bottom of the list.
3. 3Pick a reason and tap Void order.

The order closes as Voided with its reason, and the table is freed. You find it under Orders in the voided list.

What the kitchen sees

• On a preparation screen, a voided item that was already sent is marked as voided on its ticket, so the cooks stop making it.
• If the item had already printed on a kitchen printer, a void slip prints at that station with the item, the reason and your name.
• Items not yet sent never reach the kitchen, so nothing is shown or printed.

"On the house" works the same way for printed items: a slip tells the station the item is a comp.

What happens to stock

If inventory deducts stock on sale, stock is only deducted when an order is paid. Voided items are not deducted. Items on the house are deducted, because the ingredients were used.

If a voided item was made and thrown away, record it as waste. See Record waste.

Orders with payments

An order with a payment on it cannot be voided: "Void the payments on this order first."

1. 1Tap Pay on the order to open the payment screen. Payments already taken are listed under Payments taken.
2. 2Tap the void button next to the payment you want to undo: - a cash or gift card payment: Void payment. "The voided payment is removed from the till and the order reopens." - a card payment: Refund to card. "The amount is refunded to the customer's card and the order reopens."
3. 3Then void the order.

The void button only shows for staff whose role has Void payments. The Cashier role does not have it by default, so ask a manager to do it on the till. Voiding a payment also counts against the role's Maximum refund amount.

If the order is already paid and closed, use a refund.

Where voids show up

• Every void is in the back office Activity log with the reason, the amount, whether the item was already sent, and who approved it.
• Voided orders appear under Orders with their reason.
• In Reports, the Service & losses card shows Voided items and Discounts & comps.

Common questions

Can I undo a void?

No. Add the item again and send it.

Why can't I void this order?

Check the message. Common causes: a payment is on it (void the payment first), a card payment is running on a reader ("Finish or cancel the card payment first."), or the order is a bar tab being charged.

Why does voiding ask for a manager when I have the permission?

The item was already sent (you need Void sent items), or the amount is above your Maximum void amount.

If something goes wrong