Void Items, Payments, and Checks

In this Article:

• Overview Steps
• Process
• FAQ
• Appendix

Void Process Overview Steps

Products this applies to: Toast POS | Access needed: Voiding permissions (including 3.31 Void/Refund Payments - Same Day)

1. Review when a void is needed and confirm the correct void workflow
2. Void a single item
3. Void items with quantities greater than one
4. Void multiple items on a check
5. Void an entire check
6. Void existing payments on a check

Void Process Process

1. Review when a void is needed and confirm the correct void workflow
   1. Confirm the item or check has already been sent to the kitchen (via Send, Print, or Pay)
      1. If yes, proceed with void workflow.
      2. If no, remove the item without voiding.
         
         
   2. Verify whether payment has been captured
      1. If yes, use refund workflow instead of void.
      2. If no, continue with void steps.
         
         
2. Void a single item
   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.
      
      
3. Void items with quantities greater than one
   1. Select the item and choose Void.
   2. Enter the quantity to void.
   3. Confirm the void.
   4. Select a reason if prompted.

4. Void multiple items on a check
   1. Verify 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 turned on.
         1. If yes, continue to step b.
         2. If no, turn this on, then continue to step b. 
   2. Navigate back to the order.
   3. Select all items to void.
   4. Select Void.
   5. Confirm the void. 
   6. Select a reason if prompted.
5. Void an entire check
   1. Navigate to the Payment Terminal. 
   2. Select the check you wish to update.
   3. Select Update.
   4. Select the overflow menu (three dots in the top right corner). 
   5. Select Void order.
   6. Confirm the void. 
   7. Select a reason if prompted.
      
      
6. Void existing payments on a check
   1. Navigate to Closed Checks and open the check. 
   2. Select Pay to access the payment screen.
   3. Confirm the payment type.
      1. If cash, select Void.
      2. If credit card, select Adjust. 
   4. Confirm the void.
   5. Select a reason if prompted.
   6. Proceed with collecting an updated payment if needed.
      

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Void Process FAQ

Why can a voided payment still appear as pending?

Voided payments may still appear as pending due to bank authorization holds. These pending transactions typically resolve within a few business days depending on the bank, but voided payments can take up to 1-2 weeks before the bank refunds the money to the customer. Instruct your customer to contact their bank if the refund is taking longer than expected.

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Void Process Appendix

This material is referenced throughout the SOP and/or troubleshooting above for efficiency.

Step 1b: Refund workflow

To learn more about how to issue a refund, see Issue a Refund. 

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