Things happen. That's why you and your employees can void an order that hasn't begun processing yet, even if it's already been paid. You can do this from the Cents Employee App or the Business Manager. Customers can also cancel an order themselves from their LiveLink, but only before intake has been completed.
Void from the Employee App
On your tablet, open the order with the status Ready for Processing.
Tap the three-dot menu in the top right corner.
Select Void Order.
If the order already has a payment applied, you'll see a confirmation screen like this:
If no payment has been applied yet, you'll see this screen:
Once voided, the order moves to the Completed Orders tab with the status Voided.
Void from the Business Manager
In the Business Manager, find and open the order you want to void.
Using the three-dot menu on the right-hand panel, click Void Order.
If no payment has been applied, you'll see this confirmation:
If a payment has been applied, you'll see a warning that the paid amount will be returned to the customer as account credit for future orders. You can view it under the Customers tab by opening the customer and clicking Available Credit.
Voided orders appear in the Completed Orders tab with a red exclamation point to show the order was canceled.
What happens to the payment
If the order wasn't paid, voiding simply cancels it. If the order was already paid, the amount is returned to the customer as account credit they can apply to future orders, viewable under the customer's profile in Available Credit.
Can customers cancel their own order?
Yes. A customer can cancel an order from their LiveLink, but only while the order is still before intake. Once intake has been completed, they'll need you to void it.
Important things to know
Voiding is only available before an order begins processing (status Ready for Processing). Once processing has started, the Void option won't be available. Voided orders aren't deleted, they stay visible under Completed Orders marked as Voided so you keep a record.
Troubleshooting
Don't see the Void Order option? The order has likely started processing, or your role may not have permission to void. Check the status and your permissions, or reach out to Support.
Voided a paid order but the customer expected a card refund? Voiding returns the amount as account credit for future orders, not a card refund. For a card refund, use the refund flow instead.
Video walkthrough
Need assistance?
Feel free to text our Cents Support team at 888-302-8809.