Void an item
Removing an item from an order is a void. It is not a delete: the line is marked voided and stays on the order, with who asked and who approved it.
Needs the void control capability on your plan.
Two people, two permissions
Section titled “Two people, two permissions”Voiding deliberately takes two roles:
- The person requesting the void needs manage orders. Any waiter or cashier has this.
- The person approving it needs void items, and must prove who they are with either a PIN or a six-digit authenticator code.
The approver does not have to be standing at the device holding their own login. They enter their username (or email) and their PIN, or read a code off their authenticator app.
Doing it
Section titled “Doing it”- Open the order and choose to void the item.
- Pick a reason: Customer changed mind, Wrong item, Unavailable, Quality issue, Duplicate item, or Other.
- Hand the device to the approver, who enters their username and PIN or authenticator code.
If the details do not check out you get “Manager approval could not be verified.” The message is deliberately the same whether the username was wrong, the PIN was wrong, or that person simply is not allowed to approve voids — it tells an attacker nothing. Repeated failures are rate-limited.
What you will be refused
Section titled “What you will be refused”| Message | What it means |
|---|---|
| Cannot void items that are already paid. Issue a refund instead. | The money is taken. A void is the wrong instrument — refund it. |
| This order is closed. Issue a refund instead. | Same reason, at the order level. |
| Cannot remove every item from an order. Cancel the order instead. | An order with nothing on it is not a record of anything. |
| Cannot void items on a cancelled order. | There is nothing left to change. |
| One or more selected items are no longer on this order. | Someone else changed it first. Reload. |
| The requested void quantity is no longer available. | Part of that line was already voided. |
What gets recorded
Section titled “What gets recorded”Every void is written to the audit trail with the item, the quantity, the amount, the reason, the requester and the approver. The order detail then shows a Voided items block reading “removed item … requested by … approved by …”.
Owners and managers see all of it in one place under Money → Order Voids, which needs the audit reports capability. That report is how you find out that one person’s shift generates five times the voids of anyone else’s.
Setting your own PIN or authenticator
Section titled “Setting your own PIN or authenticator”A manager sets their own void PIN, or enrols an authenticator app, from their profile. Both live behind the void control capability and the manage orders permission. See Your profile and PIN.