Last updated: May 13, 2026, 4:35 PM
Products: Toast POS and Toast Web
Payment types covered: credit card, cash, Toast gift card, eGift card, other payment, house account, third-party gift card
Permissions needed: 3.8 Void/Refund Payments, or 3.32 Void/Refund Payments (Limited to Same Day Only), or 3.31 Void/Refund Payments – Same Day. Some scenarios also require 3.23 Find Checks.
Match your situation to a row in the table below. Each row is independent — you don't need to read other rows to use it.
| Your Situation | Action to Use | Where to Do It |
|---|---|---|
| Same business day, payment not yet captured (still pending) | Void items and payment | POS or Toast Web — see Void Items, Payments, and Checks |
| Same business day, payment captured, before the daily batch closes (~9:30 p.m. ET) | Void the payment and items | POS or Toast Web — see Void Items, Payments, and Checks |
| After daily batch close, or any business day after the original capture (within 90 days) | Refund the payment | POS or Toast Web — see Issue a Refund |
| Voided a credit card payment by mistake, within 24 hours | Void Reversal | Toast Web only — see Complete a Void Reversal |
| Voided a credit card payment by mistake, more than 24 hours ago | Contact Customer Care to submit a credit request. Have the full receipt with the guest's signature ready. | n/a — Customer Care only |
| Items already voided, want to refund those same items | Add the items back to the check first, then refund | POS or Toast Web — see Issue a Refund |
| Future-dated/scheduled order paid in advance, customer cancels | Refund the payment — do not void the items (causes negative balance) | POS or Toast Web — see Issue a Refund |
| Cash payment refund needed | Refund via POS device with a cash drawer attached (not Toast Web). Cash payment refunds should be processed on the same POS device where the original cash payment was taken to avoid reporting problems and discrepancies. | POS only — see Issue a Refund |
| Other payment, house account, or third-party gift card | Void (refund workflow not supported). | POS or Toast Web — see Issue a Refund |
| Restricted check | Reversal not possible | Contact Customer Care |
Use a void to reverse a payment before the daily batch closes (~9:30 p.m. ET on the same business day). A void cancels the transaction with no processing fees because the payment has not yet settled with the bank.
Voids work for these payment types: credit card, cash, Toast gift card, eGift card.
For the procedure, see Void Items, Payments, and Checks.
Example: A credit card payment processed at 2:00 p.m. on May 6th, 2026 needs to be reversed at 4:00 p.m. on May 6th, 2026. Use the void workflow.
Use a refund when the payment has already been captured and either:
Refunds apply to captured payments within 90 days of the original charge.
Refunds work for these payment types: credit card, cash, Toast gift card, eGift card. Cash refunds must be processed from a POS device with a cash drawer attached — Toast Web does not access the cash drawer.
For the procedure, see Issue a Refund.
Example: A credit card payment processed on May 6th, 2026 needs to be reversed on May 9th, 2026. Use the refund workflow.
Use a void reversal to undo an accidentally voided credit card payment within 24 hours of the void. After 24 hours, only Customer Care can complete a void reversal.
Void reversal is Toast Web only (not available on the POS). You'll need the 3.32 Void/Refund Payments (Limited to Same Day Only) permission.
For the procedure, see Complete a Void Reversal.
Important: Void reversals are a one-time process — review the details before submitting.
Some payment types do not follow the standard void/refund timing rules. The refund workflow does not support these payment types — use the void workflow regardless of timing.
| Payment Type | What's Different | What to Do |
|---|---|---|
| Other payment | Cannot be reversed via the refund workflow | Void the payment and items, regardless of timing |
| House account | Refund workflow not supported | Void to reverse the charge, then apply a new payment to close the check |
| Third-party gift card (not a Toast gift card) | Cannot be refunded directly | Void the check, then collect a new payment from the customer (cash, credit card, or Toast gift card) |
| Restricted check | Reversal not possible by this workflow | Contact Customer Care |
Also asked as:
Voiding an item alone does not refund money to the customer. Voiding the payment (in addition to the items) is what reverses the charge. If the payment was captured, the customer's bank may show the charge as pending for a few business days, and a voided payment can take up to 1-2 weeks to clear back to the customer's bank, depending on the bank. Instruct the customer to contact their bank if the refund is taking longer than expected.
Also asked as:
Toast does not support refunding an item that has already been voided. To refund a voided item:
If you only need to refund items on the check that were not voided, you can do so up to the amount of the non-voided items. Voided items will appear in the refund screen but will be grayed out and cannot be selected.
For the procedure, see Issue a Refund.
Also asked as:
Yes — within 24 hours of the void, complete a void reversal in Toast Web. The void reversal restores the original payment so no money is owed to the guest. After 24 hours, only Customer Care can perform a void reversal.
For the procedure, see Complete a Void Reversal.
Also asked as:
Refund the customer. Do not void the items.
If you void items on a future-dated order that has already been paid, the system removes the items from the check, but the payment is still recorded. The check ends up with a negative balance — meaning Toast believes goods are owed to the customer. Use the refund workflow instead so the payment and the items resolve cleanly together.
For the procedure, see Issue a Refund.
Also asked as:
Items that have already been voided will appear in the refund screen but will be grayed out and cannot be selected. To refund a voided item, add it back to the check first, then process the refund. See How Do I Refund an Order I Already Voided? for the steps.
Also asked as:
With the refund workflow, you don't need to process both a refund and a void to keep your sales data accurate. The refund workflow handles item selection and the payment reversal in a single step, so the check will not appear on the Open Checks tab after the refund.
This applies to credit card, cash, and Toast gift card payments. Other payment types — including other payment, house accounts, and third-party gift cards — must use the void workflow instead. See Payment Type Exceptions.