Payment voids and refunds
This page is for payments that have already been recorded. Instead of overwriting the original payment, the system creates a separate adjustment linked to it.
When to use this page
Use it when:
- a payment was recorded incorrectly and should be voided;
- you need to return part or all of the amount to the client;
- you work with fiscal receipts and need a reversal receipt.
Where the adjustment is created
- Open the sale.
- Open the recorded payment.
- Choose:
- Void payment
- Refund payment
What the difference is
Void payment
Use Void payment when the original payment should not remain as a valid payment record at all.
Important:
- it is always for the full amount;
- you do not enter a separate amount;
- the adjustment offsets the original with the same amount and opposite sign.
Refund payment
Use Refund payment when you need to return part or all of the money.
Important:
- you enter a refund amount;
- the system shows Maximum refund amount;
- you can refund only the remaining refundable amount.
What the system does
When you create an adjustment, the system:
- creates a new payment linked to the original one;
- keeps the original payment in history;
- recalculates the totals of the sale;
- prevents you from editing the original payment as if nothing happened.
Main restrictions
- you cannot adjust an already adjusted payment;
- the adjustment must belong to the same business and currency;
- the adjustment amount must have the opposite sign;
- a payment cannot be voided twice;
- a voided payment cannot be refunded;
- a refund cannot exceed the remaining refundable amount;
- for a fiscal payment the adjustment needs the device that printed the original receipt — see How the fiscal flow works.
How the fiscal flow works
For fiscal payments there are additional rules:
- the original payment must already have an issued fiscal receipt;
- fiscal voids and refunds are supported only for cash fiscal payments;
- you need a selected and ready device in Fiscal devices and fiscal printing.
If the conditions are met, the system can print a reversal fiscal document for the adjustment.
Which device issues the reversal receipt
The reversal receipt is issued by the fiscal device that printed the original receipt. Before the adjustment, the system reads the fiscal memory serial number of the selected device.
There are three cases:
- Same device — the adjustment is recorded and the reversal receipt is printed.
- A different device is selected — the adjustment is not recorded and you see the message "The reversal receipt must be issued by the fiscal device that printed the original receipt (fiscal memory ...)". Select the right device in Fiscal devices and fiscal printing and try again.
- The device does not respond — the adjustment is recorded and the print is marked as failed. The message is "The fiscal device is not responding, so the reversal receipt was not printed. Print it later from the device that issued the original receipt."
If you work at several stations with different devices, open the adjustment from the station with the device that printed the original receipt. The fiscal memory serial number of the payment is shown on the payment screen.
When the adjustment is made from a browser, without a selected device, or on a non-fiscal receipt, it goes through without a device check, and the reversal receipt is printed later — again only from the device of the original.
Reversal receipt printing
After the adjustment you may have an action to print the reversal receipt:
- Print reversal receipt
- Retry printing the reversal receipt if the previous attempt failed
What you enter in the modal
In the adjustment modal you may see:
- Refund amount for refunds;
- Reason, when a note field is shown.
For a void you do not enter a separate amount because the void always offsets the full original amount.
Which operation fits better
- Use void when the payment was recorded incorrectly and should not remain as a valid financial record.
- Use refund when the payment was real but part or all of the money must be returned.