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Handle Card Voids and Payment Cancelations at the POS

Learn how voided and canceled payments work at the POS and how to provide customers with proof that a charge was successfully canceled.

Table of Contents

Common Reasons for Canceled Payments

At the Point of Sale (POS), a payment may be voided or canceled for two common reasons.

  • A manual cancellation is when you cancel an order after payment is submitted but before the transaction is final (e.g., the customer changes their mind).

  • An automatic cancellation can happen when a card has insufficient funds. This works differently depending on the card type:

    • For debit cards, the system may pull the remaining available balance as a partial payment, which is then immediately canceled. This can cause confusion, as the customer may see a temporary charge on their account.

    • For EBT cards, a partial approval does not happen. The transaction will simply be declined with an insufficient funds error.

Understanding Voids (Credit) vs. Canceled Payments (Debit)

When a card payment is canceled, the system handles it differently based on the card type. This affects what the customer sees on their bank statement and how long it takes for funds to be returned.

Card Type Action What the Customer Sees Return Speed
Credit Card Void The pending charge disappears. The transaction will not appear on their final statement. Near-Instant
Debit Refunded Two separate transactions: the original charge and a separate credit. 2-3 Business Days

💡 Tip: You can reassure the customer that the void or cancelation was successful. For debit cards, explain that it can take their bank 2-3 business days to process the corresponding refund. Always offer to print the receipt as proof of the canceled charge.

Printing a Void or Refund Receipt

When a payment is canceled, a "Canceling Payment" notification appears, and a receipt is printed automatically. 

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  • A Void Receipt is printed for a canceled credit card charge.

  • A Refund Receipt is printed for a canceled debit card charge.

⚠️ Caution: This receipt prints automatically only once immediately after the payment is canceled. There is currently no way to re-print a void or refund receipt from the order viewer later.

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Confirm a Canceled Payment in the Order History

Since void/refund receipts cannot be reprinted, the best way to confirm a canceled payment after the fact is in the Order Viewer. This screen provides a detailed breakdown of all payment activity within a single transaction.

  1. Tap the Orders (receipt icon in the Toolbar from the main POS screen.

  2. Select View All Orders and find the relevant transaction.

  3. In the Payment Details, you can see each payment attempt and its status. A canceled charge will be clearly marked as Voided or Refunded, confirming that no funds were ultimately captured for that attempt.

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