Summary: Void a completed sale from Transaction Record on Qashier POS to cancel it and, for most card and online payments, send the money back to the customer automatically. This is for cashiers and managers who handle refunds.
Applies to: All markets · Qashier POS · Access: the Staff PIN of the person doing the void, plus the Terminal PIN or the void permission (see below).
Before you start
The staff member doing the void needs a Staff PIN, set up in QashierHQ under Staff Management.
Card payments must be voided before settlement. Once the day's card payments have been settled, the POS can no longer void them (see If something goes wrong).
If your store limits voiding to selected staff, only those staff members can void. See Limit voiding to selected staff below.
A void cannot be reversed. Check you have picked the right sale before you confirm.
Steps
On the Qashier POS home screen, tap Transaction Record.
Select the sale you want to void. If the sale was not today, tap the calendar icon at the top left and choose the date (up to 12 months back).
Tap Void / Refund.
At Confirm to Void Transaction? ("Warning: This cannot be reversed. Select YES to confirm."), tap Yes.
In the Staff PIN dialog, select the staff member doing the void and enter their Staff PIN. This is the staff PIN, not the Terminal PIN.
If the POS asks for the Terminal PIN, enter it. You are only asked for it when your store has a Terminal PIN and has not limited voiding to selected staff.
In Void Note, type the reason in the Void reason field (keep it under 50 characters) and tap Confirm.
Read the result screen and follow it:
Void Successful: the customer is refunded automatically. Tap OK.
Please refund followed by an amount: the sale is marked as voided, but this payment method does not support automatic refunds. Give the customer that amount yourself (for example in cash), then tap Refund Completed.
What you should see
The sale is marked as voided in Transaction Record. Select it to see the void details, including the reason. The void also shows in your QashierHQ transaction records and reports.
To print a receipt for the voided sale, see How to Reprint a Receipt in Qashier POS (incl. Voided Transactions).
Is the money refunded to the customer automatically?
It depends on how the customer paid. The result screen in step 8 always tells you: Void Successful means the refund is automatic; Please refund means you must refund the customer yourself.
How the customer paid | What the POS shows | What you do |
Card payments taken through Qashier POS (QashierPay) | Void Successful · "Void to Credit/Debit Card." | Tap OK. The amount goes back to the customer's card. How long it takes to appear on their statement depends on their card issuer. |
Pay by Link, QashierEats orders, Alipay+ (Singapore) | Void Successful | Tap OK. The customer is refunded automatically. |
Store credit | Void Successful · "Credit auto-refunded to customer." | Tap OK. The credit goes back to the customer's balance. |
Online orders paid through Treats | The Void Note also shows a Refund amount field, filled in with the full total. Afterwards: Void Successful · "amount has been refunded to the customer." | Keep the full amount or enter a smaller amount for a part refund, then confirm. The refund is automatic. Tap Refund Completed to close. |
Cash, bank transfer, PayNow and other methods that do not support automatic refunds | Please refund amount · "Manual refund is required as this payment method doesn't support automatic refunds." | Refund the customer yourself, then tap Refund Completed. |
ShopeePay, WeChat Pay, integrated GrabPay | "Please refund the customer with cash for this e-wallet transaction." | Refund the customer in cash. |
For any payment method not listed here, follow the result screen.
What else happens after a void
Inventory: if you track inventory or ingredients, the POS asks "Would you like to add back the inventory of the voided items?" Tap Yes to put the stock back, or No to leave it.
Tables: for a dine-in sale, you can reopen the table afterwards. See How to Reopen (Reactivate) a Table After Voiding a Paid Bill in Qashier POS.
Loyalty: points and credit the customer earned or used on the sale are reversed.
Invoices: if the sale is linked to an invoice, the POS asks whether you also want to cancel the invoice.
GrabFood: contact Grab support and void the order with Grab first, then void it here. GrabFood orders cannot be voided on the POS after they have been accepted.
Limit voiding to selected staff
You can allow only chosen staff members to void sales. In QashierHQ:
Click the Settings (gear) icon, open Additional Settings > Employee Management, and tick Enable selected staff can void transaction.
In the left menu, open Staff Management, select the staff member, click Edit, open Permissions, turn on Allow void on POS transactions and click Save changes.
Refresh Qashier POS so it picks up the change.
For the full steps, see How to Restrict Void/Refund on Qashier POS to Selected Staff.
If something goes wrong
What you see | Cause | What to do |
"Staff permission denied" | Voiding is limited to selected staff, and this staff member is not allowed to void. | Ask an allowed staff member to do the void, or ask a manager to turn on Allow void on POS transactions for this staff member. |
"Invalid PIN." | The Terminal PIN was entered wrongly. | Try again. If nobody knows the Terminal PIN, contact Qashier support. |
"Failed to void - settlement already completed." | The card payments for that day have already been settled. | The POS can no longer void this card payment. Refund the customer another way (for example in cash), and contact Qashier support if you are unsure how to record it. |
Void Transaction Limit: "This transaction has exceeded the maximum refund/void period … and/or exceeded the void amount limit …" | The sale is older, or larger, than your store's void limit. | Contact Qashier support to void or refund this sale. |
"Void error: the reason is too long/please enter the void reason." | The reason is empty or 50 characters or longer. | Enter a shorter reason and tap Confirm again. |
"GrabFood transactions cannot be voided after accepted. Please contact GrabFood directly to void." | The GrabFood order was already accepted. | Contact GrabFood to cancel the order. |
Related articles
Last verified: 25 Sep 2026 · Markets: All markets