Orders, Refunds & Voids
Overview
The Orders tab is where your cashiers find an order after it's been rung up — to reprint a receipt, advance an online order through the kitchen, or undo a sale. An order is a single completed (or in-progress) transaction; everything you do here acts on one order at a time.
Two words you'll see throughout. A void cancels an order before it's paid — no money has changed hands, so nothing is returned. A refund reverses an order after payment — money goes back to the customer. The POS picks the right one for you based on the order's state, but it helps to know which is which.
Same orders, two views
The Orders tab shows the orders rung up on this device's outlet. To see every order across every outlet, source, and date, use the admin console's Order Management instead.
The Orders tab
Open the Orders tab from the side/bottom bar. You get a scrollable list of orders, newest first, each showing its order/receipt number, customer, table, amount, and status. Tap any order to open its detail. An FSR table order can be reopened straight from this list. An empty result shows "No orders".
Search
The search box at the top matches by order number, receipt number, or customer phone — type any of the three to jump to an order.
Filters
Tap Filters to narrow the list down. There are three dropdowns:
| Filter | Options | Default |
|---|---|---|
| Order status | All · Completed · Cancelled · New · Processing | All |
| Payment status | All · Pending · Paid · Partially paid · Refunded · Partially refunded | Paid |
| Period | Yesterday · Today · Tomorrow · This Week · This Month · Next 7–30 days · Specific Date · All | Today |
"All" means the last 90 days
The All period isn't truly unlimited — it returns the last 90 days of orders. For anything older, look it up in the admin console.
Because Payment status defaults to Paid and Period defaults to Today, the list opens showing today's paid orders. If a cashier can't find an order they just voided or an online order that hasn't paid yet, the first thing to change is the payment-status filter.
Order detail
Opening an order shows the whole transaction on one screen:
- Customer — name, phone, and email of the attached member (blank for a guest).
- Table — the table number, for dine-in orders.
- Payment status and the payment lock — see below.
- Line items — every product, with variants, modifiers, and remarks. A deleted line keeps its deleted-reason note so you can see why it was removed.
- Payments — each tender taken against the order.
- Totals — subtotal, discounts, service charge, tax, deposit, and grand total.
Header actions
Along the top of the detail you'll find:
| Action | What it does |
|---|---|
| SMS receipt | Texts the receipt to the customer's phone. Only shown when the order has a phone number. |
| Refresh | Re-pulls the order from the server — use it if the status looks stale. |
| Clone | (Retail only) Re-rings the order's items into a fresh basket. See Clone an order. |
| Print receipt | Reprints the receipt. |
| Print popover | A menu to reprint the receipt, kitchen chit, or delivery chit individually. |
Action buttons
Below the order, a row of action buttons appears — but only the ones allowed for that order's current state, and only the ones the staff member has permission for. Depending on the order you might see Pay, Refund, Accept, Processing, Packed, Fulfill, Cancel / Reject, or Cancel & Copy. A paid dine-in order, for instance, offers Refund; a brand-new online order offers Accept and Reject.
Payment lock
Once a payment is recorded, the order carries a payment lock. A locked order can still be refunded by item or by order, but the Payment refund type may be restricted. The lock is there to stop a tender being reversed by mistake.
Refunds and voids
Tap Refund to open the refund flow. It's a 3-step flow, and the first step is choosing what you're reversing:
| Type | What it reverses |
|---|---|
| Order | The whole order — every item and every payment. |
| Item | Selected line items only — pick the items and the quantity of each to void. |
| Payment | A single tender — hand back one payment without touching the items. |
Work through the three steps, confirm, and the POS shows "Successfully refunded".
Splits limit the available types
If the order was paid as a split bill, some refund types are unavailable — you can only refund in the ways the split allows. The flow hides the types that don't apply.
Card / terminal refunds
When the original payment went through a card terminal, the refund is sent back through that terminal automatically. This is supported for X800 and DCS terminal payments.
DCS refunds are Android only
DCS terminal refunds run through the native DCS module, which exists only on Android. On iOS you'll see "DCS payment is not supported on iOS" and can't process a DCS refund on that device.
Cancel & Copy (re-ring)
Sometimes you don't want to just refund — you rang the wrong thing and want to start over. Cancel & Copy refunds or cancels the order and immediately duplicates it into a fresh basket, so the cashier can correct it and ring it up again in one move.
The void vs refund rule
The POS decides automatically:
- No payment yet → the order is voided (cancelled). Nothing is returned because nothing was taken. Pre-payment items deleted from a live table order ask for a deleted reason instead.
- Already paid → the order is refunded, and money goes back through the original tender.
Refunds need permission
The Refund button only appears for staff whose user has the canRefund permission. Without it, attempting a refund shows "Refund is not allowed for this user." Grant the permission in the admin console under Roles & Permissions.
For a step-by-step walk-through of deciding between a void and a refund, see Refund or void an order.
Accepting and advancing online orders
Orders that arrive from online ordering or a delivery aggregator land here as New, waiting for someone to accept them.
- Open the order and tap Accept. The order is confirmed, the kitchen chit prints automatically, and the POS shows "Order confirmed".
- As the order is prepared, advance it through Processing → Packed → Fulfill with the matching buttons.
- To turn an order away, tap Cancel or Reject.
Each status change is saved to the server straight away, so the customer and your other screens — like the Kitchen Display — stay in sync.
Paid online orders may auto-print
A paid online order that isn't assigned to the cashier on this device can print its kitchen chit and receipt by itself the moment it arrives, with a notification sound. Printing is idempotent — the same order won't print twice. See Printing for the printer rules behind this.
Reprinting receipts and chits
Anything you printed at the time of sale can be reprinted from the order detail's print popover: choose receipt, kitchen chit, or delivery chit. The POS confirms with "{type} printed", or warns "No printer found to print {type}" if no printer is set up for that target.
To send the receipt digitally instead, tap SMS receipt. A valid phone number gives "SMS sent successfully"; a problem gives "SMS failed".
Clone / re-ring an order
For retail orders, the Clone action copies the whole order's items into a brand new basket so you can ring an identical sale again without re-scanning everything.
If a product on the original order has since been removed from the menu, cloning warns "Items not found in current menu" — those lines can't be re-added until the catalog is fixed.
Related
- Order Management — the admin-side view of every order, across all outlets.
- Refund or void an order — deciding which one to use, step by step.
- Orphan Orders — orders that arrived without a matching shift or register.
- Payments — taking tenders, split bills, and what each refund type can reverse.
- Printing — receipts, kitchen chits, and auto-print.
- Roles & Permissions — granting the refund permission.