Voids, refunds, discounts and the bill lock

Where: Operations > POS Terminal, and Operations > All Orders
Who can use it: Void a line: pos.void_item. Void a whole order: pos.void_order. Unlock a printed bill: orders.unlock. Discounts: pos.apply_discount. Refunds: pos.refund, orders.refund or payments.process_refund (owners and admins always can).
Open this page in SureTill

Money and stock must always add up. SureTill therefore separates three things: a void cancels something that was never paid, a refund returns money that was paid, and a discount lowers the price before it is paid. Every void and refund is recorded with who did it, when and why.

Step by step

Void one or more lines

1. Tap a line to select it. Tap other lines to select more.
2. Tap Void. The button shows the count, for example “Void (2)”. For lines already sent, type the reason in the window that opens and tap Void Items.
3. The lines are crossed out and marked VOIDED. If the lines were already sent, press Update to save the void. The kitchen gets a void ticket and the voided items return to stock.

Tip

Lines that were never sent (marked NEW) are simply dropped. Nothing reaches the kitchen. When you void lines that were already sent, a small “Reason for voiding” window asks why; the reason is required and is saved with the void. Unsent lines need no reason.

Void the whole order

1. Select every active line and tap Void. This opens “Void Entire Order”.
2. Under “What happened to the stock?” choose Return to Stock (not cooked yet, the ingredients go back) or Wastage (already made, recorded as a costed loss).
3. Type the reason. It is marked required and is saved against the order number for the stock audit. If you leave it empty the app records “Voided at POS”.
4. Tap Void Order. The table is freed when nothing unsettled remains on it, a void ticket goes to the kitchen and a void slip prints.

Careful

Voiding cannot be undone. An order that already has payments cannot be voided: the server says “This order has payments or account credit against it. Refund or reverse them first.” A paid or completed order must be refunded instead.

Void after the bill was printed

1. Press Bill. The ticket is now locked: you cannot add items, change quantities or edit lines. Only payment is allowed.
2. To void a line on a locked ticket, select it and tap Void. The void happens at once and is flagged “voided after bill print”.
3. If your branch requires a manager PIN, the window “Manager PIN Required” opens. The manager types the 6-digit PIN and taps Confirm Void.
4. A wrong PIN shows “Invalid manager PIN” and asks again. Cancel stops the void.

• The lock is released only by the Unlock button, and only for people with orders.unlock. Unlocking is written to the ticket log.
• Someone without orders.unlock cannot void a line on a locked ticket. They see “This ticket is locked. You need unlock permission to void an item on a bill-printed ticket.”
• The PIN rule is the branch setting “Require Manager PIN for Void After Bill Print” under Security / Anti-Theft. The first bill print stores the printed total, so a later reprint can never hide a short-settled bill.

Give a discount

1. Place the order first. The Apply button saves the discount on a real order.
2. Tap Pay. On the number pad tap Disc % or Disc Fixed.
3. Pick a shortcut (5, 10, 15, 20, 25, 50 percent, or a fixed 10 to 500) or type a value. A fixed discount cannot be bigger than the subtotal.
4. Tap the green “Apply” button. You see “Discount saved”. The totals update.
5. To take it off, tap Remove Discount. This button only shows on an unpaid order that has a discount.

Tip

The server also checks the discount: a percentage cannot go above 100, a fixed amount cannot exceed the order total, and a paid order cannot get a discount. If you do not have pos.apply_discount the Disc buttons are hidden.

Refund a paid order

1. Open Operations > All Orders and tap the paid order.
2. Tap Refund. (The button says Void for orders that are not paid.)
3. The Refund Amount is pre-filled with the order total and cannot go above it. Change it for a partial refund.
4. Type the reason. It is required.
5. Tap the Refund button with the amount on it.

Tip

The Refund window opens for any order that shows Paid or Completed, even if it has not been settled yet. An order with no payment cannot be refunded, and the server says “Order is not paid”.

Careful

A refund returns money that was collected. It is recorded against the work period that is open now, and a cash refund lowers the expected cash in the drawer. A refund from All Orders does not put items back in stock. Loyalty points earned on the order are taken back in proportion.

How stock is treated

Action	Stock result
Void a line or the whole order, Return to Stock	Ingredients go back into stock. This is the default.
Void the whole order, Wastage	Ingredients are not restored. The loss is recorded with its cost.
Void from All Orders	Returns stock (restock is the default).
Refund	Money only. Stock is not changed from the All Orders screen.

Every setting explained

Setting	What it does
Void (button)	Voids the selected lines. Hidden once the order is paid. Needs pos.void_item.
Return to Stock / Wastage	Stock choice in the whole-order void window.
Reason for voiding	Free text up to 500 characters, saved with the void.
Void Order	Confirms the whole-order void.
Manager PIN Required	Six digits. Asked only when the branch requires it and the bill was already printed.
Bill (button)	Prints the bill and locks the ticket.
Bill Printed - Locked	The notice shown in the button column while the ticket is locked.
Unlock (button)	Releases the lock. Needs orders.unlock.
Disc % / Disc Fixed	Discount entry on the Payment screen.
Apply / Remove Discount	Saves or removes the discount on the saved order.
Refund Amount, Reason for refund	Refund fields in All Orders. Reason is required and the amount must be above zero.
Void after bill (badge)	Shown in order lists on orders that had a void after the bill was printed.
Has void (badge)	Shown in order lists on orders that had a voided line.

Tip

Owners can review every void in All Orders: the filters “Voided” and “Void after bill”, and the Void Audit - Money Trail panel on each order. The work period report also has a “Voids After Bill Print” table.

Related articles

• Payments and split bills on the POS
• All Orders
• Work Periods: open and close the day
• Taking orders on the POS