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Voids & Cancellations

Remove items or cancel orders before or after sending to the kitchen.

Void vs. Refund​

ActionWhenPayment StatusKitchen Status
VoidBefore paymentNot chargedMay/may not be made
RefundAfter paymentAlready chargedAlready made
Void vs. Refund

Use void when no payment has been taken. Use refund when payment has already been processed. Choosing the wrong one can cause accounting discrepancies.

Types of Voids​

Pre-Send Void​

Remove items before sending to kitchen:

  1. Open the order
  2. Tap the item to void
  3. Tap "Remove" or swipe left
  4. Item removed immediately
  5. No approval required (usually)

Post-Send Void​

Void items already sent to kitchen:

  1. Open the order
  2. Tap the item
  3. Tap "Void"
  4. Select reason code
  5. Manager approval required
  6. Kitchen notified automatically

Full Order Void​

Cancel entire order:

  1. Open the order
  2. Tap "More" (⋮)
  3. Select "Void Order"
  4. Select reason code
  5. Manager approval required
  6. All items voided, kitchen notified

Void Reasons​

Always select the appropriate reason:

ReasonWhen to Use
Customer changed mindGuest doesn't want item
Wrong item enteredServer made input error
Item unavailable (86'd)Kitchen is out
Long wait timeItem took too long
Quality issueItem didn't meet standards
Duplicate entryAccidentally entered twice
OtherRequires explanation

Adding Notes​

For "Other" or when requested:

  1. Select reason
  2. Tap "Add Note"
  3. Type explanation
  4. Submit with note attached

Manager Approval​

When Approval is Required​

SituationApproval?
Pre-send void, low valueUsually no
Pre-send void, high valueMay be required
Post-send voidAlways
Full order voidAlways
Multiple voids same serverUsually

Getting Approval​

  1. Void request sent to manager
  2. Manager receives notification
  3. Manager enters PIN or swipes card
  4. Approval granted or denied
  5. You receive confirmation

If Manager is Busy​

  1. Wait for approval (system holds request)
  2. Or find another manager
  3. Request times out after configured period
  4. Escalates to higher manager if set

Remote Approval​

Managers can approve from:

  • Their phone (Workforce app)
  • Another POS terminal
  • Platform Portal (web)

Void Workflow​

┌─────────────┐     ┌─────────────┐     ┌─────────────┐
│ Staff       │────▶│ Select Item │────▶│ Tap Void    │
│ Opens Order │     │             │     │             │
└─────────────┘     └─────────────┘     └──────┬──────┘
                                               │
                         ┌─────────────────────┘
                         ▼
┌─────────────┐     ┌─────────────┐     ┌─────────────┐
│ Item Under  │◀────│ Select      │◀────│ Approval    │
│ Threshold?  │     │ Reason      │     │ Required?   │
└──────┬──────┘     └─────────────┘     └──────┬──────┘
       │                                       │
   YES │                                   YES │
       ▼                                       ▼
┌─────────────┐                         ┌─────────────┐
│ Void        │                         │ Manager     │
│ Complete    │                         │ Approves    │
└─────────────┘                         └──────┬──────┘
                                               │
                                               ▼
                                        ┌─────────────┐
                                        │ Void        │
                                        │ Complete    │
                                        └─────────────┘

Kitchen Notification​

When you void a post-send item:

  1. KDS shows "VOID" banner on item
  2. Sound alert plays
  3. Item flashes red briefly
  4. Kitchen stops preparing
  5. Item removed from queue

Already Prepared Items​

If item is already made:

  • Kitchen decides whether to waste or hold
  • Manager may approve for reuse
  • Waste tracked for inventory

Voice Commands​

TaskSay
Void item"Void the burger on table 5"
Void order"Cancel order for table 8"
Check void status"Did the void go through for table 3?"

Void Limits​

Time Limits on Voids

Payment voids must be processed the same day before the batch closes (typically midnight). After the batch closes, you must process a refund instead, which takes 3-5 business days. Void as soon as you identify an error to avoid delays.

Your restaurant may have limits:

Limit TypeExample
Per-item thresholdVoids over $25 need approval
Daily void limitAlert after 5 voids per shift
Void rateAlert if >3% of sales

Reaching Limits​

  • System notifies manager
  • May require explanation
  • Not necessarily bad (legitimate voids happen)
  • Used for pattern detection

Reviewing Your Voids​

Check your void history:

  1. Go to "My Shift"
  2. Tap "Activity"
  3. Select "Voids"
  4. See all your voids for the shift

What's Tracked​

  • Item and amount
  • Time of void
  • Reason selected
  • Approval status
  • Who approved

Best Practices​

Do​

  • Void promptly before food is made
  • Select accurate reason codes
  • Add notes for unusual situations
  • Wait for approval before telling guest

Don't​

  • Void and re-ring to avoid tips
  • Void items for friends/family without approval
  • Make excessive voids without explanation
Theft Warning

Voiding items and then pocketing the cash is theft. All voids are tracked, audited, and tied to your login. This will result in termination and potential legal action.

Troubleshooting​

Void request stuck​

  1. Check manager was notified
  2. Find manager for approval
  3. If timed out, re-submit

Can't void item​

  1. Check if already settled
  2. May need refund instead
  3. Ask manager for help

Void denied​

  1. Manager will explain reason
  2. May need different approach
  3. Guest may need to pay for item
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