🧠Mistakes, voids and refunds
Something has been rung up wrongly. Which of the two corrections you want depends on whether money actually changed hands.
1Find the sale
Go to Till & Shop → Sales and open the receipt. Everything is there — what was sold, who served it and how it was paid.
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?Did the customer get money back?
This is the only question that matters.
No — it should never have been rung up Void it. It stops counting towards takings and any stock goes back on the shelf. | Yes — cash or card went back Refund it, in full or in part, so the drawer reflects the money that actually left it. |
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3Voiding
Give a brief reason and confirm. The sale stays visible, marked as voided, and drops out of every total. If it had gone on a member’s account, that charge is cancelled too. Nothing is ever deleted, so the audit trail stays complete.
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4Refunding
Enter the amount — up to whatever is still refundable — and how it was given back. If it was a full refund of goods being returned, tick to put them back into stock.
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5Which till does the refund hit?
The refund is recorded against today’s open session, not the day of the original sale. That is why the till must be open before you can give one.
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6Why it works that way
A previous day’s Z report is a permanent record of what was counted and banked that night. Rewriting it to account for money handed back a week later would make it disagree with the bank — so the refund lands where the cash actually moved.
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7Cash up as normal
The refund reduces the cash the drawer should hold, so tonight’s count balances without anyone doing arithmetic in their head.
💡 Tip: Void generously on the day and refund only when money has genuinely gone back. A voided sale costs nothing to correct; a refund that never happened leaves the drawer permanently out.
Common questions
- Can I edit a sale instead?
- No, deliberately. A till record that can be edited after the event is worth very little to a treasurer or an auditor. Void it and ring it up again — that takes seconds and leaves an honest trail.
- Who is allowed to void or refund?
- Only someone with “Manage the till” permission, which is an administrator-level capability by default. Stewards can serve and cash up but cannot reverse a sale, which is the usual separation of duties.
- I voided the wrong sale.
- A void cannot be undone. Ring the sale up again to put the takings right — the voided one stays on record with its reason, which is exactly what you want anyone reviewing it to see.
- Can I refund a sale that went on account?
- Yes — choose “Credited to their account” and the credit appears on their statement rather than coming out of the drawer.
- Can I refund part of a sale?
- Yes. Enter any amount up to what is still refundable; the remainder stays available if more needs refunding later. The original is marked as part refunded.