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Back OfficeSettingsPoint of SaleReasons

POS cancellation and void reasons

Set clear reasons for cancelled orders and voided items so staff records explain what happened and your Sales reports stay useful.

Add or edit reasons

  1. In the Back Office, open Settings → Point of Sale → Reasons.
  2. Choose either Cancel Order Reasons or Void Item Reasons.
  3. Add a reason name, such as Customer changed mind or Sold out.
  4. Turn on Require note when staff must add an explanation with that reason.
  5. Drag reasons into the order staff should see them, then save.

Use different lists for cancelled orders and item voids when your team needs different explanations.

Choose a reason policy

Set a policy for each list:

  • Free text — staff type anything — staff can continue without choosing a saved reason.
  • Must pick from the list — staff must choose a saved reason.
  • Must pick from the list and add a note — staff must choose a saved reason and add a note.

An empty reason list works like Free, whatever policy you choose. Require note always requires a note for that saved reason.

Review reasons in Sales

Open Sales → Actions to review cancellations and item voids for the selected day. The report groups totals by reason and can also show them by server. Older actions, or actions from POS versions that did not record a reason, appear as No reason.

  • Sales Actions — review cancellations, voids, and discounts.
  • Payment — set manager approval for late payment voids.
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