Summary: Use Void / Refund in Transaction Record on Qashier POS to cancel a completed sale. For a QashierPay card payment, it voids the payment, which is possible only before the card terminal settles. For every other payment, it records a refund: some online payments are refunded to the customer automatically, but for cash, QR and e-wallet payments you give the money back yourself. This is for cashiers and managers who handle voids and 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).
Void or refund?
Card payment, before settlement: void. A card payment can be voided only while it is still in the card terminal's current batch, before the terminal settles. Card batches are normally settled once a day, at the end of the day. A voided card payment is cancelled: it is never settled or paid out to you, and no payment fee (MDR) is charged.
Card payment, after settlement: refund. The card payment can no longer be voided, and you can't refund it yourself in Qashier POS or QashierHQ. To refund it to the customer's card, request a card refund from Qashier Support: it usually takes 5 working days to reach the customer's card. The MDR on the original payment is still charged.
QR and e-wallet payments: refund only. QR and e-wallet payments (for example PayNow, DuitNow QR, QR Ph, PromptPay, GrabPay, Alipay+, WeChat Pay, ShopeePay) are settled automatically, without an end-of-day batch like card payments, so they cannot be voided, only refunded. Tapping Void / Refund only records the refund on the POS: you give the money back yourself. The payment is still paid out to you as usual, minus the MDR; the MDR is not returned.
The card rules above are for QashierPay card terminals in Singapore and Malaysia; for card payments taken on a Beam card terminal in Thailand, see [TH] How to Pair a Beam Card Terminal (Bolt+) with Qashier POS.
For card payments, see [SG/MY] Card Payments (QashierPay terminal): Void Before Settlement, Refund After Settlement.
Before you start
The staff member doing the void needs a Staff PIN, set up in QashierHQ under Staff Management.
Card payments can be voided only before settlement. Once the terminal has settled the card batch, the POS can no longer void the payment: it shows Void Fail, and you request a card refund from Qashier Support instead (see Void or refund? and 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.
Void / Refund always cancels the whole sale for the full amount, including every part of a split bill. You can't refund part of an in-store sale or a single item. To take back only some items, void the sale (card payments: only before settlement) and ring up a new sale for the items the customer keeps. The only exception is an online order paid through Treats (see the table below).
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 card payment is cancelled, or the customer is refunded automatically (except Alipay+ in Singapore, see the table below). 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 tells you: Void Successful means the card payment is cancelled or the refund is automatic (except Alipay+ in Singapore); 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), before settlement | Void Successful · "Void to Credit/Debit Card." | Tap OK. The card payment is cancelled: it is not settled or paid out to you, and no MDR is charged. How soon the payment disappears from the customer's card statement depends on their card issuer. |
Card payments taken through Qashier POS (QashierPay), after settlement | Void Fail · "Fail to void transaction" | The payment can no longer be voided, and the sale stays a completed sale. To refund it to the customer's card, request a card refund from Qashier Support: it usually takes 5 working days to reach the customer's card. The MDR on the original payment is still charged. |
Pay by Link, QashierEats orders | Void Successful | Tap OK. The customer is refunded automatically. |
Alipay+ (Singapore) | Void Successful · "Transaction is marked as voided." | Tap OK. The money is not returned to the customer: refund them yourself. The payment is still paid out to you, minus the MDR; the MDR is not returned. |
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." | Online Treats orders only: keep the full amount or enter a smaller amount for a part refund, then confirm. The refund is automatic. Tap Refund Completed to close. If the POS shows Void Fail, nothing was refunded. Check that the POS is online and try again. If it fails again, this payment method may not support refunds from the POS: contact Qashier Support. |
Cash, bank transfer, QR and e-wallet payments such as 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. A QR or e-wallet payment is still paid out to you as usual, minus the MDR; the MDR is not returned. |
ShopeePay, WeChat Pay, integrated GrabPay | "Please refund the customer with cash for this e-wallet transaction." | Refund the customer in cash. The payment is still paid out to you, minus the MDR; the MDR is not returned. |
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. |
Void Fail · "Fail to void transaction" | The card batch has already been settled, or the POS or the card terminal is offline. | Check that the POS and the card terminal are online and try again. If the batch is already settled, the card payment can no longer be voided: request a card refund from Qashier Support to refund it to the customer's card. It usually takes 5 working days, and the MDR on the original payment is still charged. |
"Failed to void - settlement already completed." on the card part of a split bill | That card part could not be voided because its batch was already settled. The POS still marks the whole transaction as voided, but that card money is not returned. | Ask Qashier Support to refund that card part to the customer's card. |
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. |
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Last verified: 28 Sep 2026 · Markets: All markets