Void Items, Payments, and Checks

Void items, payments, and checks on the Toast POS. Use the workflow that matches your scenario, from a single item to a same-day captured payment.

In this Article:

• Before you begin
• When to void vs. refund vs. comp
• Quick fix
• Step 1 — Confirm a void is the right action
• Void a single item
• Void multiple quantities of an item
• Void multiple items on a check
• Void an entire check
• Void a captured payment on a closed check
• Before you contact Customer Care
• Frequently asked questions
• Related articles

Before you begin

Applies to: Toast POS

Permissions needed:

• 3.31 Void/Refund Payments – Same Day

What you'll accomplish: You will remove an item, multiple items, an entire check, or a same-day captured payment from the Toast POS using the void workflow that matches your scenario.

Note: Void reasons must be configured in Toast Web before staff can select them on the POS. If your team is prompted for a reason and none are available, see "Add Void Reasons " to set them up first.

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When to void vs. refund vs. comp

A void removes an item, check, or same-day payment as if it never happened. A refund returns money to the customer after a payment has been captured (typically on a prior business day). A comp waives the charge for an item the guest received but is not paying for.

If you are not sure which action applies to your situation — particularly if the payment has already been captured or the transaction is from a prior business day — see " Understand When to Void vs. Refund " for the full decision logic before continuing.

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Quick fix

Use this table to find the workflow that matches your scenario.

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Step 1 — Confirm a void is the right action

Before voiding, run through these checks. The wrong workflow will leave the check in an inconsistent state.

1. Was the item or check sent to the kitchen (using Send, Print, or Pay)?
   • If no: remove the item from the order without voiding. Voiding is only required after the item has been sent.
   • If yes: continue to the next check.
2. Has the payment been captured?
   • If yes and the transaction is from the same business day: use the Void a captured payment on a closed check workflow below.
   • If yes and the transaction is from a prior business day: voiding is not available. Use the refund workflow instead — see "Issue a Refund."
   • If no: continue with the void workflow that matches your scenario.
3. Is the order from a third-party channel (Uber Eats, DoorDash, online ordering, or catering)?
   • If yes: use the channel-specific article from the Quick fix table — these orders sync with partner systems and use a different workflow.
   • If no: continue with the standard POS void workflows below.

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Void a single item

Use this workflow when one item on an open check needs to be removed after it has already been sent to the kitchen.

1. Navigate to the Payment Terminal.
2. Select the check you wish to update.
3. Select Update.
4. Select the item on the check you wish to void.
5. Select Void.
6. Confirm the void.
7. Select a reason if prompted.

Expected outcome: The item is removed from the check, the check total updates, and a void record appears in the Voided Items report in Toast Web.

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Void multiple quantities of an item

Use this workflow when an item has a quantity greater than one and you need to void only some of those quantities (for example, two of a four-count side order).

1. Select the item on the check.
2. Select Void.
3. Enter the quantity to void.
4. Confirm the void.
5. Select a reason if prompted.

Expected outcome: The specified quantity is voided. The remaining quantity stays on the check at the updated total.

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Void multiple items on a check

Use this workflow when more than one item on the same check needs to be voided. This requires the device's Multiple Items setting to be enabled.

Step 1: Verify the device is set to edit multiple items.

1. Navigate to Device Setup > Default Item Selection Mode > Order Screen.
2. Confirm that the Multiple Items setting is enabled.
   • If enabled: continue to Step 2.
   • If not enabled: enable it, then continue to Step 2.

Step 2: Void the items.

1. Navigate back to the order.
2. Select all items to void.
3. Select Void.
4. Confirm the void.
5. Select a reason if prompted.

Expected outcome: All selected items are removed from the check at once. The check total updates to reflect the voided items.

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Void an entire check

Use this workflow when every item on an open check needs to be voided — for example, when an order was created on the wrong table or for the wrong guest. No payment should have been captured.

1. Navigate to the Payment Terminal.
2. Select the check you wish to update.
3. Select Update.
4. Select the overflow menu (the three dots in the top right corner). 
5. Select Void Order.
6. Confirm the void.
7. Select a reason if prompted.

Expected outcome: The entire check is voided. The check number is skipped in reporting, and the voided order appears in the Voided Orders report in Toast Web.

Note: Voided open checks (with no payment applied) cannot be reopened. If items need to be added back, you will need to create a new check. See Frequently asked questions below for more on this.

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Void a captured payment on a closed check

Use this workflow when a payment has already been captured and the transaction is from the same business day. The payment type determines whether you select Void or Adjust.

1. Navigate to Closed Checks and open the check.
2. Select Pay to access the payment screen.
3. Confirm the payment type:
   • If cash: select Void.
   • If credit card: select Adjust.
4. Confirm the void.
5. Select a reason if prompted.
6. Proceed with collecting an updated payment if needed.

Expected outcome: The payment is voided on the check. The voided payment appears in the Voided Payments report in Toast Web. If a credit card payment was voided, the bank may continue to display the original authorization as pending for several business days — see Frequently asked questions below.

Important: Void only works on the same business day as the original transaction. For payments captured on a prior business day, use the refund workflow — see "Issue a Refund."

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Before you contact Customer Care

Some void scenarios cannot be resolved on the POS or in Toast Web and require Customer Care assistance. Contact Customer Care if any of the following apply.

• A void reversal returns "payment denied" — the original authorization may have already been settled by the payment processor or held beyond the reversal window. Customer Care can review the transaction status with the processor.
• A void reversal returns "check must be open" — the check has progressed past the state where a reversal is permitted. Customer Care can confirm the check status and recommend the right next step (typically a refund).
• The transaction was already voided once and you need to undo the void — voids are non-reversible by default. Limited recovery is possible through a void reversal (see "Complete a Void Reversal"); if the reversal window has passed, Customer Care assistance is required.
• A payment was captured on a future order (catering, deferred order) and the void or refund did not behave as expected — these payment lifecycles cross batch boundaries and may require backend review.
• A check was already comped and the comp now needs to be converted to a void after sales reporting closed — comps and voids that affect already-reported sales cannot be self-corrected on the POS.

When contacting Customer Care, have the following ready: the check number, the date and time of the original transaction, the payment type, and a screenshot of any error message you saw.

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Frequently asked questions

Why does a voided payment still appear as pending?

A voided payment may still appear as pending because of bank authorization holds. These pending transactions typically resolve within a few business days depending on the bank, but voided credit card payments can take up to one to two weeks before the bank releases the funds back to the customer. If the hold has not cleared in that window, instruct your customer to contact their bank.

Can I undo a void or reopen a voided check?

You cannot reopen a voided open check (one that had no payment applied). The check itself is gone — you will need to create a new check and re-add the items.

You can, however, reverse a voided payment within the allowed window. To restore a voided payment to the original card, see "Complete a Void Reversal." 

What if my void reversal says "payment denied" or "check must be open"?

If a void reversal returns "payment denied," the original authorization may have already been settled by the payment processor or fallen outside the reversal window. If it returns "check must be open," the check has progressed past the state where a reversal is permitted. In both cases, the next step is to contact Customer Care — see Before you contact Customer Care.

How can I see all my voided payments and items?

To review voids, use the void reports in Toast Web. Voided payments appear in Reports > Cash and loss management > Voided payments. Voided orders and items appear in Reports > Cash and loss management > Voided orders. For full details on each report, see "Identify Voided Payments and Items for Reopened Checks."

Can I void an item on a closed check?

Direct item voids on a closed check are not supported. To remove an item that has already been paid for, you typically need to void the payment first (using the Void a captured payment on a closed check workflow), reopen the check, void the item, then collect the corrected payment. 

Why is a voided check missing from my numbered sequence?

When a check is voided, its check number is skipped in reporting and will not appear in the numbered sequence. This is expected behavior and does not indicate a missing transaction.

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Related articles

• Understand When to Void vs. Refund 
• Issue a Refund
• Complete a Void Reversal
• Add Void Reasons 
• Identify Voided Payments and Items for Reopened Checks
  
  

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