I can't refund or void an order

You're trying to reverse a sale but the option is missing or blocked.

Symptoms

• There's no Void or Refund action on the order.
• The action is greyed out, or fails with a permission error.

Likely causes

1. Void vs. refund confusion. Voiding cancels an order before it's paid; refunding returns money after payment. The wrong one for the order's state won't be offered.
2. Staff permission. Reversing a paid order usually needs a manager/higher role.
3. The shift is closed, or the order belongs to an already-settled period.
4. You're on the wrong screen — reversals happen from the order itself.

How to fix

1. Open the order from Orders (POS) or Order Management (admin).
2. If the order isn't paid yet, use Void to cancel it. If it is paid, use Refund (full or partial).
3. If the action is greyed out, sign in as (or ask) a user with manager permissions — refund rights are role-controlled.
4. If it relates to a closed shift, reopen the relevant period or process the refund per your end-of-day process.
5. Reprint or re-check the order afterwards to confirm the reversal recorded.

Still stuck?

Note the order number, whether it was paid, the payment method, and the error shown, then contact support — refunds on integrated card terminals may need to be reversed on the terminal too.