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Reports & shifts Voids, cancelled bills & refunds

Reports & shifts

Voids, cancelled bills & refunds

When to void an item, cancel a bill, or issue a refund: who's allowed, how to do it at the cashier and in the Back Office, and how it's recorded.

3 min read Updated 15 Nov 2026
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A wrong entry, a guest who changes their mind, or a complaint after payment: each one has its own way to correct it. The main rule: a bill that’s already paid can’t be edited. Paid bills can only be corrected with a refund, so your reports and taxes stay intact.

Choose the right one#

Situation Use Needs approval? (default)
Item not yet sent to the kitchen, needs removing Remove from the cart / Clear new items No
Item already sent to the kitchen, cancelled Void item + reason Yes, for Cashiers & Waiters
An entire open bill is cancelled Void bill + reason Yes
Bill already paid, money returned Refund Yes, only a Manager/Owner can approve

The list of actions that need approval is set in Back OfficeSettingsApprovals & security. For details on approving, see Approval.

Void an item#

  1. Open the bill and tap the item that was already sent.
  2. Choose Void item and a reason, for example “Cashier entry error” or “Guest cancelled”.
  3. Ask for approval if prompted: pick an approver + PIN, or request remote approval.
  4. Done. The kitchen ticket is marked VOID so the kitchen knows to stop.

Cancel a bill#

This is for bills that are still open (not yet paid). From the bill menu, choose Void bill, enter a reason, then ask for approval. Items already sent to the kitchen are still recorded as voids. Managers can also cancel an open bill from Back OfficeTransactions → bill details → Void bill.

Refund#

From the cashier tablet#

  1. Open History and find the bill (by bill number, table, or guest name).
  2. Tap Refund, then choose the payment to refund and the amount.
  3. A Manager or Owner enters their PIN.
  4. Return the money to the guest. A cash refund reduces the expected cash in the drawer.

From the Back Office#

  1. Open the bill details in Back OfficeTransactions and click Refund.
  2. Choose the payment to refund.
  3. Choose how to refund: By item (pick the items and quantities, and the system suggests a proportional amount including tax and service) or Custom amount.
  4. Continue to approval: choose an authorized approver and enter their PIN.
  5. Process refund. For QRIS and e-wallets, the refund is sent automatically through the gateway when supported. If not, it’s recorded as a manual refund and you return the money yourself (from the drawer or by bank transfer).

Correcting a paid bill#

The guest has paid, but one of the items should have been different? Issue a refund for that item, then create a new transaction with the correct item. This keeps receipt numbers and tax reports consistent.

Reprinting a receipt#

From History on the tablet or the bill details in the Back Office, tap Reprint receipt and choose a reason, for example “Guest needs a receipt for reimbursement”. Reprinted receipts are marked COPY and the number of reprints is recorded.

Everything is logged#

  • The Voids & refunds and Discounts reports in Back OfficeReports show every event: who, when, why, and who approved it.
  • Back OfficeAudit log keeps a complete trail, including the device used.
  • In the transaction list, the Has refund and Reprinted filters help you find bills that need checking.

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