The short answer
If an order hasn't been paid, void it from the till by opening the ticket and tapping Delete, and it's counted in your Voids report. If it's been paid, find it in Receipts and tap Issue refund to refund the whole order or just the items that came back, putting unopened items back in stock or logging made food as waste.
In this video
Step by step
Everything said in the video, chapter by chapter. Each time opens the video at that moment on YouTube.
0:00Table two have changed their minds, and they haven't paid yet. Daniel has paid, but he got the wrong dish. Not paid? Void it. Paid? Refund it. Here's how to do both in WalnutPOS
Void an unpaid order
0:22On the till, tap Open tickets, and choose Table two. Tap Delete. There's no confirmation and no undo, so be sure first. The kitchen screen shows it cancelled straight away, and Table two is free for the next guests. Every void is recorded. In Reports, under Voids, you'll see today's total, and your void rate against the day's sales.
0:54Below, every void: which order it was, what was on it, and who voided it. You can only void an order before it's paid. Once it's paid, you give a refund.
Find the receipt
1:12On the till, tap Receipts. Search by the customer's name, or the receipt number. Open the receipt to see every item, how it was paid, and its history.
Refund a whole order
1:30Daniel got the wrong dish. Tap Issue refund. Whole order is already picked, for the full amount. Next, the stock. Put items back if they're unopened and can be sold again. Log them as waste if they were made or served. This food was made, so leave it on Throw away, log as waste.
1:51He paid in cash, so the money goes back as cash from the till. Add a reason. It's kept with the refund. Tap Refund, and hand Daniel his money. The receipt now says Refunded in full, with who did it, and when.
Refund part of an order
2:16Priya brought back one of her two Coronas, unopened. Open her receipt, and tap Issue refund. Choose Some items, and add one Corona. The refund comes to four pounds. It was never opened, so put it back in stock, and add a reason.
2:41The receipt shows exactly what came back: one of the two Coronas, back in stock, and what Priya kept.
Who can void and refund
2:53Voiding and refunding are separate permissions, so you decide who on your team can do each.
Recap
3:00So: not paid, void it from the till. Paid, find it in Receipts, and refund all of it, or just what came back. Your Voids report keeps count. Thanks for watching! In the next video, set up your kitchen screen, and send each order to the right station. Start free at walnutpos.com.