Use this guide to void a card payment taken through QashierPay so the amount is returned to the customer's card automatically. It is for staff who handle refunds on Qashier POS.

Applies to: Singapore and Malaysia · Qashier POS with QashierPay card payments on a QashierX2, QashierXS, or a QashierXL / QashierXL Slim paired with a QashierPay card terminal (for example a QashierXS) · Access: your Staff PIN, plus the Terminal PIN or the void access right (see below).

Before you start

Void before settlement. A card payment can only be voided before your QashierPay terminal settles the day's card batch. After settlement, see If you have already settled below. To learn when settlement happens, read [SG/MY] How to Settle Card Payments on Your QashierPay Terminal (Auto & Manual).
Void on the POS, not in QashierHQ. QashierHQ cannot void card payments. If you try, it shows "Credit card transaction detected. We currently do not support voiding this type of transaction through the web portal. Please use the POS to void this transaction."
Check who can void. If Enable selected staff can void transaction is switched on in QashierHQ, the staff member needs the Allow staff member to void POS Transactions access right, and the POS does not ask for the Terminal PIN. If it is switched off, the POS asks for the Terminal PIN (when one is set). See How to Restrict Void/Refund on Qashier POS to Selected Staff.
If your POS is a QashierXL / QashierXL Slim, keep the paired QashierPay card terminal switched on and connected. The Qashier team pairs the terminal for you during setup.

Steps

The steps are the same on every device.

On the Qashier POS home screen, tap Transaction Record.
Select the transaction you want to void. Use the calendar icon at the top left to change the date if the sale was not today.
Tap Void / Refund.
At Confirm to Void Transaction?, tap Yes.
Enter your Staff PIN. This is the PIN of the staff member doing the void, not the Terminal PIN.
If asked, enter the Terminal PIN and tap Confirm.
In Void Note, type the reason for the void (keep it under 50 characters) and tap Confirm.
Wait for the POS to confirm the void. Do not switch off the POS or the card terminal while it is processing.

If you use a QashierXL / QashierXL Slim with a separate QashierPay terminal

The QashierXL and QashierXL Slim cannot read cards themselves. The void is sent to the paired QashierPay card terminal, which processes it and shows a confirmation on its own screen. Wait for the terminal to confirm before you hand the receipt to the customer.

On a QashierX2 or QashierXS, the same device that took the payment also processes the void. No separate terminal is needed.

What you should see

The POS shows Void Successful with the message "Void to Credit/Debit Card." The amount is returned to the customer's card automatically; you do not need to hand over cash. How long the refund takes to appear on the customer's statement depends on their card issuer.

The transaction is marked as voided in Transaction Record and in your QashierHQ reports. Payments taken by cash, QR or e-wallet are voided in the same way but may need to be refunded to the customer manually. See How to Void or Refund a Transaction in Qashier POS.

If you have already settled

Once the card batch has been settled, the card payment can no longer be voided from the POS. If you try, the POS shows "Failed to void - settlement already completed."

Refund the customer by cash or another payment method instead. If you are not sure how to record the refund so that your reports stay correct, contact Qashier Support.

If something goes wrong

What you see	Why	What to do
"Staff permission denied"	Voiding is limited to selected staff and this staff member does not have the void access right.	Ask a manager to grant Allow staff member to void POS Transactions in QashierHQ, or ask an authorised staff member to do the void.
"Invalid PIN."	The Terminal PIN was entered wrongly.	Try again. If you have forgotten the Terminal PIN, contact Qashier Support.
"Failed to void - settlement already completed."	The card batch has already been settled.	Refund the customer by cash or another method (see above).
"Unable to connect to the payment terminal. Please ensure it is updated to the latest version and try again."	The QashierPay app on the card terminal is older than the version the POS needs to process the void.	Update the QashierPay app on the card terminal, then try again. If it still fails, contact Qashier Support.

If the problem continues, Contact Qashier Support by Phone, WhatsApp, LINE or Viber (SG, MY, TH, PH).

Last verified: 25 Sep 2026 · Markets: SG, MY

How to Void or Refund a Card Payment (QashierPay) in Qashier POS