Void and Refund FAQs
Voids, refunds, and credits are three different ways to reverse or return money on an order. This article explains what each one does, when to use it, and where the money goes.
Void vs. refund vs. credit
Void cancels an entire order. It happens at the order level. Anything the customer already paid, plus any store credit they had applied, comes back to them as store credit on their Cents account (logged as “Auto refunded due to order cancellation”). Use it when an order was created by mistake.
Refund returns money for a payment back to the original payment method (card, cash, or some cash cards). It happens at the payment level, so you can refund a single payment without cancelling the whole order.
Credit is money added to a customer’s Cents account to spend on a future order. A credit keeps your revenue booked now; a refund gives that revenue back.
Frequently asked questions
What is a voided order?
An order that was created and then cancelled. Voided orders are removed from reporting unless a report explicitly includes cancelled orders. Any amount the customer paid comes back to them as store credit.
Is “void” the same as “cancel”?
In Cents they have historically worked the same way. The direction is to separate them: void for orders created by mistake, and cancel for orders created in good faith but later cancelled for a legitimate reason, with a cancellation reason you can review and act on.
Does voiding work the same for cash, cash card, and credit/debit?
Yes. Voiding happens at the order level and behaves the same no matter how the order was paid. The paid amount comes back as store credit.
What does “refunded” mean?
Cents refunds payments, not orders. When every payment on an order is refunded, the balance due is $0 and the order may show a “refunded” status.
Which payment methods can be refunded?
Cash, credit/debit, and some cash cards. A refund always goes back to the original payment method.
Can I refund part of an order?
Yes. Partial refunds are supported for card payments (from the Business Manager or the Employee App) and cash payments (from the Employee App). Other cases refund the full payment.
What’s the difference between a credit and a refund?
A credit is money issued to the customer’s Cents account to use later; a refund returns money to their original payment method. A credit is better for cash flow because the revenue stays booked now, while a refund gives that revenue back.
An employee made a mistake mid-order. Does voiding just start it over?
If the order was never fully created, voiding clears it so they can start fresh. If the order was already completed, voiding cancels it and returns any payment as store credit.
If I turn off void and refund permissions for employees, will that cause problems?
It limits their ability to fix mistakes and process returns on their own, so they would need a manager or admin to handle those. Only restrict it if that trade-off works for your store.
Troubleshooting
Voided an order but the customer wanted the money back on their card?
Voiding returns the amount as store credit, not to the card. To send it back to the original card, issue a refund on the payment instead of voiding.
Can’t void an order?
An order can only be voided once. If it’s already voided or cancelled, it can’t be voided again.
No refund option for a payment?
Refunds are supported for cash, credit/debit, and some cash cards. A payment method that isn’t supported won’t show the refund option.
A voided order is missing from your reports?
That’s expected. Voided and cancelled orders are excluded unless the report explicitly includes cancelled orders.
Employees can’t void or refund?
Those permissions may be turned off for their role. A manager or admin can enable them or handle the action.
Need assistance?
Feel free to text our Cents Support team at 888-302-8809.