Below are a few frequently asked questions surrounding the void and refund feature.

What defines a “voided” order? Are void and canceled the same and/or are they different in which “voids” will show up in reports?

A voided order is an order that's been created and subsequently cancelled and removed from reporting, unless the report explicitly includes cancelled orders. Note that today we conflate voids and cancels, but are going to be moving away from this in the coming months towards more explicit void and cancel actions. The goal is to limit voids to orders created by mistake and to use cancels for orders that were created in good faith but subsequently cancelled for a legitimate reason. Those cancelled orders should then have the necessary data to analyze and limit/mitigate those cancellation reasons in the future.
​

What defines “refunded” orders?

We technically don't refund orders, we refund payments on an order. If we refund all payments, then the order has a balance due of $0 and is sometimes explicitly marked as "refunded" status, but this is a legacy behavior and something we want to move away from.
​

Is the void process result the same/different for Cash card/Credit/Debit?

Voiding is the same across the board. Void happens at the order level, whereas refunds happen at the payment level.
​

If an employee begins entering an order for a customer and makes a mistake, does voiding only start the order over from start, somewhat like a refresh?

In this case the order was never fully created in the system, so yes it starts over like a refresh.
​

Are refunds only available when transactions are from Credit/Debit?

No, we have refunds available for cash, credit/debit, and some cash cards. We will continue to introduce refunds for additional payment methods as needed.
​

If available through Cash card transactions, refund will be available in the customers account but not able to be placed on the card?

A refund will always go back to the card. Note that we treat credits and refunds differently. A credit is money that's issued back to a customer's account, whereas a refund is issued back to the original payment method. The difference in terms of reporting is that when you've issued credit, you're keeping the booked revenue now at the cost losing some revenue down the line when the customer uses their credit. When you issue a refund, you are losing that initial revenue as its sent back to the customer. Credits are better from a cash flow perspective for obvious reasons.
​

If I turned off both of these features for our employees, will this negatively impact them in the event there is a mistake while entering/processing an order?

Yes, this will impact their ability to do what they can all do today which is refund and void orders at the POS