Cancellation, void, and refund are different actions. Choose based on whether the order was sent and whether money was captured.
Find the order
- Open Orders.
- Search with the order number, receipt reference, customer, or other available details.
- Open the result and confirm store, date, items, status, payment method, paid amount, and remaining balance.
Choose the correct action
| Situation | Typical action |
|---|---|
| Draft or open work that should not continue | Cancel the order |
| Sent item that must be removed under policy | Void with a reason and manager approval |
| Captured payment must be returned | Refund the eligible amount |
| Only some items or value should be returned | Partial refund when permitted |
Complete a refund
- Confirm the guest, original payment, and refundable amount.
- Select the eligible line or amount and the supported refund destination.
- Enter the required reason and complete manager step-up if prompted.
- Verify the refund result and print or send the updated receipt.
Never create a negative sale or a duplicate cash payout to imitate a refund. If the action fails, record the order number and error, then check payment state before retrying.
If the order already has payment
Cancel is available only for eligible active order states without a payment state that requires reversal. If an initiated or authorized payment exists, use the eligible Void Payment action. If payment is captured, partially captured, settled, or already partially refunded, use Refund Payment instead of Cancel.
Do not assume that closing a payment dialog cancelled the provider request. Reconcile pending or uncertain payment state before choosing Cancel, Void, Refund, or another tender.
Full and partial refunds
In Refund Payment, leave the refund amount blank to request the full remaining refundable amount, or enter a valid positive dollar amount for a partial refund. The action requires manager approval and a reason.
After completion, verify Partially refunded or Refunded, the refunded total, the remaining refundable amount, the provider result, and the refund slip or receipt history. A partial refund does not cancel the remaining order value or automatically restore every inventory item unless the linked refund and inventory rules do so.