A card payment taken through QashierPay terminal is either voided or refunded. They are two different things, and which one applies depends on whether your card terminal has already settled the payment (closed the day's card batch):
Void, before settlement: the card payment is cancelled. It is never settled or paid out to you, and no payment fee (MDR) is charged. You void it yourself on Qashier POS. See Part 1.
Refund, after settlement: the payment has gone through and is paid out to you. To send the money back to the customer's card, request a card refund from Qashier Support. It usually takes 5 working days to reach the customer's card, and the MDR on the original payment is still charged. See Part 2.
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 permission (see below).
When does settlement happen? Card payments are settled in batches, normally once a day at the end of the day: automatically at the time Qashier sets up for your terminal, or when you tap Manual Settlement. See [SG/MY] How to Settle Card Payments on Your QashierPay Terminal (Auto & Manual).
QR and e-wallet payments (for example PayNow, DuitNow QR, GrabPay) are different: they are settled automatically, without an end-of-day batch like card payments, so they cannot be voided, only refunded. See How to Void or Refund a Transaction in Qashier POS.
Part 1: Void a card payment (before settlement)
A void cancels the card payment. It costs you nothing: the payment is left out of the settlement, is not paid out to you, and no MDR is charged. If a customer wants to cancel a card payment, void it the same day, before the terminal settles. A void always cancels the whole card payment; you can't void part of it. After settlement, the payment can only be refunded (see Part 2).
Before you start
Void before settlement. Check that the terminal has not settled since the payment was taken. After settlement a void is no longer possible; see Part 2.
Void on Qashier POS only. QashierHQ cannot void card payments: its Void Transaction button is greyed out with "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." The QashierPay app menu on the terminal has no void option either.
Use the terminal that took the payment. The void is processed by the card terminal that took the payment. If your POS is a QashierXL / QashierXL Slim, keep its paired QashierPay card terminal switched on and connected to the internet.
Check who can void. If Enable selected staff can void transaction is ticked in QashierHQ, the staff member needs the Allow void on POS transactions permission, and the POS does not ask for the Terminal PIN. If it is not ticked, the POS asks for the Terminal PIN (when one is set). See How to Restrict Void/Refund on Qashier POS to Selected Staff.
How to void a card payment
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. The same button is used for every payment method; for a card payment it sends a void.
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.
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.
What you should see
The POS shows Void Successful with the message "Void to Credit/Debit Card." Tap OK. The card payment is cancelled, so you do not need to hand over cash. How soon the payment disappears from the customer's card statement or banking app depends on their card issuer.
The transaction is marked as voided in Transaction Record and in your QashierHQ reports.
Card instalment (IPP) payments (Singapore) are voided the same way, before settlement. The void also cancels the customer's instalment plan. See [SG] How to Take a Card Instalment Plan (IPP) Payment in Qashier POS.
Part 2: Refund a card payment (after settlement)
Once the terminal has settled the batch, the card payment has gone through and is paid out to you on your usual payout schedule, minus the MDR. It can no longer be voided: if you try, the POS shows Void Fail with "Fail to void transaction", and the sale stays as a completed sale in Transaction Record.
You can't refund a settled card payment yourself in Qashier POS or QashierHQ. Qashier Support refunds it to the customer's card for you.
How to request a card refund
Contact Qashier Support and ask for a card refund. Give your store name, the receipt number, the date and amount of the payment, and the reason for the refund.
Qashier Support refunds the payment to the card the customer paid with. It usually takes 5 working days for the refund to reach the customer's card.
Let the customer know that the money goes back to their card and roughly when to expect it.
What a refund costs you: the MDR on the original payment is still charged; it is not returned when the payment is refunded. The refunded amount is deducted from your QashierPay balance. To avoid the MDR, void a card payment the same day, before the terminal settles (Part 1).
Split bills: if one part of a split bill was paid by card and that card payment is already settled, the POS still voids the bill and marks the whole transaction as voided, but the card part's line reads "Failed to void - settlement already completed." The money for that card part was not returned to the customer: ask Qashier Support to refund that card part, as above.
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 permission. | Ask a manager to turn on Allow void on POS transactions for this staff member in QashierHQ, or ask an allowed 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. |
Void Fail · "Fail to void transaction" | The card batch has already been settled, the POS or the card terminal is offline, or the void was not done on the terminal that took the payment. | Check that the POS and the card terminal are online and try again. If the batch is already settled, the payment cannot be voided: request a card refund from Qashier Support (see Part 2). |
"Failed to void - settlement already completed." on one part of a split bill | That card part could not be voided, usually because its batch was already settled. | Ask Qashier Support to refund that card part to the customer's card (see Part 2). |
"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).
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Last verified: 28 Sep 2026 · Markets: SG, MY