Void a sale

A void cancels something before it is paid. Once a sale is paid, you refund it instead. This page shows which void to use, how to do it, and what a manager has to approve.

Void or refund?

An unpaid order is voided: it is cancelled before any money changes hands. A paid sale is refunded: the money is returned. The terminal offers Refund only on a paid transaction, and Void Order only on an unpaid one. To give money back on a paid sale, see Refund or return items.

Before you start

A void of an item or an order asks for a reason, so there is a record of why. Clearing a cart you are still ringing and voiding a payment ask only for confirmation.
A manager usually approves a void of an item or an order. A Manager Approval Required dialog appears and the manager enters their PIN, or uses their badge. The void is recorded under both of you. See Sign in and start selling for what the approval dialog’s messages mean.
Your role decides what you can do. By default a Manager can void orders. A Cashier cannot. A Supervisor cannot void orders either.
Voiding one item follows the Void Line Item permission, which reads “Void a single order line item without manager approval”.

If your role	Voiding an item on a sent check
Holds Void Line Item (Manager and Admin by default)	Your store’s void limit decides. A void above the limit asks for a manager. A small one goes through.
Does not hold it (Cashier, Supervisor and the other stock roles by default, or any role set to Deny)	A manager is asked for every item void, however small, even if the store switched its void limit off.

Either way the void control is offered. Nothing is voided without the approval it needs. To let a role void items on its own within the store’s limit, an admin sets Void Line Item to Allow under the role’s Orders row, in Advanced. A change to a role can take up to a minute to reach every till.

Which void do you need?

You want to	Use
Cancel a sale you are still ringing, with nothing sent or paid	Clear Cart
Remove a payment you took by mistake, while the sale is still open	Void on that payment
Take one item off a check that was already sent to the kitchen	Void Item
Cancel a whole unpaid order that was sent to the kitchen	Void Order
Cancel a sale that already has money on it and cannot be finished	Cancel at its checkout, or a manager’s void from the Suspended hub

Cancel a sale you are still ringing

On the terminal, use Clear Cart. Omviq asks you to confirm. The items are removed, the sale is recorded as voided and the terminal returns to Ready, the idle state. If you only want to set the sale aside for later, see Hold and resume a sale.

Void a payment while the sale is open

At the checkout, find the payment line.
Tap Void next to it. A confirmation dialog appears.
Confirm. The payment is reversed, shown struck through with a Voided badge, and the amount due goes back up.
Take the correct payment.

Void All reverses every payment taken so far. This only works while the sale is still taking payments. Once it is fully paid, its payments are locked and you refund instead. See Split a payment and add a tip.

Void an item on a sent check

Open the order.
Select the item.
Tap Void Item.
Enter a reason.
If your role needs a manager for this void (see the table above), a manager approves with a PIN or a badge.

The item is removed from the kitchen’s preparation and its cost comes off the order total. The kitchen gets a cancellation ticket for it, printed under a VOID heading.

While a void is being decided, the check waits. Sending more items to the kitchen, and taking payment on that check, are held until the void is settled. That way a voided item can never be charged by mistake.

If the manager declines, nothing was voided and the check is exactly as it was. The same is true if you decline the “void the whole order?” question when you remove the last item. Carry on straight away.
If Omviq says Could not confirm whether … was voided — do not void it again, the connection dropped while the void was being applied. Do not repeat it. The check stays held. Reload the page to see the order as it really is.

Void a whole unpaid order

You can void a whole order only after you recall it. A read-only preview does not offer it.

Open Orders, tap the sent order and tap Recall.
Tap Void Order.
Enter a reason. It is required.
A manager approves, with a PIN or a badge.

The order is voided, the kitchen tickets are cancelled where that applies, and the cart returns to a new sale. A voided order stays in the system for the audit trail. It becomes read-only and does not count toward sales totals. A paid order cannot be voided. Refund it instead.

If someone voids the check at another terminal while you still have it open, your terminal lets it go as soon as it finds out. It tells you, for example Check #12 was voided, so this till let it go and started a new sale. It then shows a fresh, empty sale.

Voided orders use up a number, so gaps in order numbers are normal after voids.

A sale that already has money on it

If a sale has a payment on it and you cannot finish it:

At its checkout, Cancel voids the sale and reverses the payments taken. It does not ask a second time. Use Suspend if you only want to put the sale down. Back after a payment has been taken also cancels the sale and reverses the payment.
A manager can void a suspended sale that has a payment from the Suspended hub. It needs a reason and manager authorization, and it reverses the payments through the audited void. A parked sale with no payment is simply discarded. A sale left under Payment in progress is voided by resuming it and cancelling it at its own checkout. See Hold and resume a sale.

What a void leaves behind

Every void is recorded with who voided it and when, and with who approved it and why wherever an approval or a reason was asked for. Managers can see voids in the Void Report, the Voids & Refunds tile and the Exception Log. See Check voids, refunds and cashier activity.

If something goes wrong

What you see	What to do
Void Order is not offered	The order is a fresh sale or is already paid. Void Order appears only on a recalled, unpaid order that was sent. A paid order is refunded, not voided.
An item will not void	Your role may not allow it. A manager has to approve it.
You cannot void a payment	The sale has already completed. Process a refund instead.
Manager approval required on every action	You may have been given the wrong role. Ask an admin to check your role.
The approval says it was not used in time	Tap Re-approve and have the manager enter their PIN again.
Could not confirm whether … was voided — do not void it again	Do not void it again. Reload the page and check the order.