Only void a transaction under limited circumstances, such as:

• A transaction was processed twice or by mistake, and the products never physically left your facility.
• A transaction was processed incorrectly – such as with missing or incorrect products, incorrect patient information, or incorrect discounts – and you want to void it and re-process it accurately.

In all other circumstances, such as if a customer is returning or exchanging an item, or requesting a refund, process a return instead.

If you only need to correct a payment amount or payment type(s) on a past transaction, you can edit payment types and amounts without voiding or returning.

Things to know

• Voiding a transaction requires a manager PIN from a user with the POS Manager permission.
• Ideally, voids should be processed on the same register, same drawer, and on the same day the transaction was processed. BioTrack requires same-day voids and does not allow you to void a sale on a future date or backdate a transaction.
• You can restrict voids to the same day as the sale by enabling Restrict voids under Settings > Location in the Backoffice. This setting prevents all users from voiding sales from a past date, regardless of permissions.
• It is also possible to void from another register or drawer, but this does not allow you to correct any cash drawer discrepancies from the original transaction.
• If you need to correct a transaction from a past date, you can void it and then reprocess it as a backdated transaction.
• Voiding returns all items from the original transaction to your inventory.
• Voids can't be undone, even by Dutchie support agents.
• Make sure you understand your store's policies and any applicable local regulations for voids. Regulatory or traceability authorities may recommend a different procedure for reconciling or removing incorrect transactions.

Table of contents

• Void a transaction on the same register and drawer
  • Initiate a void
  • Decide whether to return cash
  • Complete the void
• Void a transaction from another register or on another drawer
• Voids and voided transactions in reports

Void a transaction on the same register and drawer

Whenever possible, void a transaction from the same register where it was processed, and before the drawer has been closed out.

If the original register is unavailable or the drawer has been closed out since the original transaction, you can void a transaction from another register or on another drawer, but this will not allow you to correct any inaccuracies on the original drawer.

Initiate a void

1. Select Sales history from the main menu.
   
   Note: only users with the View Register Transaction Data permission can access sales history.
2. Browse for the transaction or search for the customer name (or, for anonymous transactions, the customer number from the receipt), a package ID from the transaction, or the receipt number.
3. Click the 3 dots next to the transaction record and select Void.
   
   Or, from the Transaction details page, click the Void button.
   

Decide whether to return cash

Regardless of the original payment method(s), you have the option to return the total transaction amount to the customer in cash, or return no cash.

Selecting Yes will deduct the amount from your current drawer. Selecting No will have no effect on any drawer.

With voids, you are generally not actually refunding a customer, so whether you should select Yes or No here depends on the situation and how it will affect your drawer.

If you plan to reprocess the transaction: select Yes

If you plan to reprocess this transaction to correct an error, regardless of the original payment method, it usually makes sene to select Yes and temporarily deduct the amount from your drawer. When you reprocess the transaction, be sure to do so on the same drawer and select Cash as the payment method, thereby "replacing" the cash you deducted (assuming the reprocessed transaction is for the same amount), thus keeping your drawer in balance.

If the reprocessed transaction is for a different amount, you can manually adjust the drawer as needed and provide an explanation in the Comment field.

All-cash transactions: select Yes

If the original transaction was paid entirely in cash, select Yes. This tells the register that you are removing cash from the drawer, canceling out the cash payment that was recorded earlier, and keeping your drawer in balance.

Suppose the transaction was processed by mistake, and no cash was physically added to your drawer. In that case, as long as you selected Cash as the payment method, you should still select Yes because the register "thinks" you added cash to the drawer when the transaction was processed, and therefore your drawer now contains less cash than the system expects it to contain. Selecting Yes will correct this discrepancy.

Non-cash transactions: select No

If the original transaction was paid entirely with a non-cash payment method, select No. This tells the register that you are not removing any cash from your drawer. Because no cash payment was recorded in the first place, selecting No keeps the drawer in balance.

Split tender transactions: depends on the situation

This transaction was paid with $100 cash and $26 debit:

Because you can only return the entire amount in cash, or return no cash, the best option for voiding a split tender depends on the situation.

Whatever the case may be, keep in mind that by selecting Yes you are telling the register that you're subtracting that amount from your drawer, and by selecting No you are telling the register that you're making no change to your drawer. You can then make a manual adjustment to the drawer to correct any resulting overage or shortage and provide an explanation in the Comment field.

If non-cash payments were actually processed, those will need to be manually refunded. 

Complete the void

Once you've determined whether to return cash, you can complete the void with these last few steps:

1. Choose a Void reason. These are configured in the Backoffice under Registers > Configure > Voids. Learn more.
2. Enter a Manager PIN to authorize the void.
3. Click Continue.

Void a transaction from another register or on another drawer

If the original register is unavailable or the drawer has been closed out since the original transaction, follow these steps instead:

1. Select Customers from the main menu.
   
2. Search the customer name, customer number from the receipt, or receipt number.
3. Click the pencil icon next to the customer's name or select the customer and click Edit Profile.
   
4. Select History.
5. Find the transaction you want to void, and click the 3 horizontal dots next to that transaction.
6. Select Void.
7. Regardless of the original payment method(s), you only have the option to return the total transaction amount to the customer in cash, or return no cash.
   
    
   • When you are processing the void on a different register or drawer, it usually makes sense to select No here, because selecting Yes will deduct the transaction amount from your current drawer and will not retroactively correct any cash discrepancy on the original drawer.
   • If you plan to reprocess this transaction to correct an error, select Yes to temporarily deduct the amount from your current drawer. When you reprocess the transaction, be sure to do so on the same drawer and select Cash as the payment method, thereby "replacing" the cash you deducted (assuming the reprocessed transaction is for the same amount). If the reprocessed transaction is for a different amount, you can manually adjust the drawer as needed and provide an explanation in the Comment field.
8. Choose a Void reason. These are configured in the Backoffice under Registers > Configure > Voids. Learn more.
9. Enter a Manager PIN to authorize the void.
10. Click Continue.

Voids and voided transactions in reports

Dutchie POS does not "delete" voided transactions from the system. For record-keeping purposes, these transaction records are retained and are marked as having been voided. You can view voided transactions in the Backoffice under Registers > Transactions > All transactions. Voided transactions appear with a Status of Voided.

Voids themselves are recorded in the Closing Report:

1. Go to Reports > Closing report.
2. Enter a date or date range and click Run.
3. Scroll to the bottom section. Click the Voids tab to view voids from your selected date range.

Related content

• Backdate a transaction
• Process returns and exchanges
• Change payment type on a past transaction