Understand When to Void vs. Refund

In this Article:

• When to Void 
• When to Refund
• Frequently Asked Questions
  • Why can't I issue a refund on a check after I just voided the items?
  • Why don't I need to void items/checks for payments involving cash, credit card, or a Toast Gift Card?
  • Can I issue a refund on a check where one or more items have already been voided?
  • Is there a way to reverse a void and issue a refund instead?
  • What happens if I attempt to refund an item or check that has already been voided?
  • What should I do if a guest placed and paid for a future order / an order scheduled for the next day, but then that day comes and they want to cancel their order? Should I refund the order and void the items?
  • How do I recover payment on an accidental void?

When to Void

On checks paid for via a credit card, cash, or Toast Gift Card, you should void items and payment only on the day the payment was taken.
 

• Example: If a credit card payment processed on 3/15/24 needs to be reversed on 3/15/24, you can do so using the void items and payment workflow.

Checks paid for via an other payment option, house account, or third-party gift card cannot be reversed using the refund workflow. These payments must be reversed by voiding the payment and items. Reversal of these payment types is still not possible on restricted checks.

More information on voids can be found in this Support Center article: Void Items, Payments, and Checks

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When to Refund

You should issue a refund on an item or entire check on days after a credit card, cash, or Toast Gift Card payment has been processed.
 

• Example: If a credit card payment processed on 3/15/24 needs to be reversed on 3/18/24, you can do so using the refund workflow.

More information on refunds can be found in this Support Center article: Issue a Refund.

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Frequently Asked Questions

Why can't I issue a refund on a check after I just voided the items?

Toast doesn't support refunding an item that has already been voided. This is because our refund workflow supports the selection of specific items directly in the refund screen instead of in the order screen. Refunds can be completed all in a single workflow without navigating back to the order screen.
 

Why don't I need to void items/checks for payments involving cash, credit card, or a Toast Gift Card?

With our the refunds workflow, you don't need to process both a refund and a void to ensure your sales data is accurate and the check isn't appearing in the Open Checks tab.
 

Can I issue a refund on a check where one or more items have already been voided?

Yes, as long as there are items on the check that have not been voided, you can issue a refund. The refund will only apply to the item(s) not previously voided. If you need to refund the entire check, you may do so up to the amount of the non-voided items.
 

Is there a way to reverse a void and issue a refund instead?

If necessary, you can add the item(s) back to the check and then process a refund using the refund workflow.
 

What happens if I attempt to refund an item or check that has already been voided?

Whatever has been refunded will not be available to select in the refund workflow. It will be visible, but grayed-out.
 

What should I do if a guest placed and paid for a future order / an order scheduled for the next day, but then that day comes and they want to cancel their order? Should I refund the order and void the items?

Simply refund your guest, and do not void the items. Voiding items on this type of order will cause the system to remove the variables in the equation that equal the "total balance due"; when there are no items on a check, but a payment has already been taken, it reflects as a negative to represent that goods are owed to your guest.
 

How do I recover payment on an accidental void?

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