Retail POS: Cancel, Void, or Return a Sale

Summary

Use the action that matches what needs to be corrected. Cancelling an order, voiding a payment transaction, and returning items for a refund do not have the same effect on the order, payment, till, or inventory.

Choose an action

Situation	Start with	Documented result
An open order is no longer needed and has not been completed	Cancel or remove the order	The order stops moving through fulfillment. The status reference says allocated packages are unassigned when an order is Cancelled.
A payment transaction was recorded incorrectly and the sale should be corrected or paid again	Void the payment transaction	The order returns to Packed, previously decremented inventory is reallocated, and the order can be paid again or cancelled.
A customer is returning one or more items and needs money or customer credit returned	Return and refund the purchase	The return workflow records returned quantities, a return reason, and refund amounts by payment method. Non-cannabis items can be restocked when the documented Restock option applies.
A completed purchase should be marked Cancelled for reporting or record correction	Cancel the completed purchase only after reviewing its limitations	This changes the order status but does not release inventory, update payments, or affect till records. It directs users to the return workflow when inventory must be recovered.

Cancel or remove an open order

Use the open-order cancellation procedure when the sale should not continue and payment has not been completed.

Before cancelling, check the order and payment statuses and confirm whether packages have already been allocated.

Void a payment transaction

Use a void when a recorded payment must be reversed so the existing order can be paid again or cancelled.

The current void workflow requires role permissions and may require special access when the original till session is closed or the current session is different. Follow the dedicated instructions for the exact permission and confirmation steps.

Void a retail payment transaction

Return items and refund a purchase

Use the return workflow when a customer returns all or part of a completed purchase. The workflow records returned quantities and a return reason before applying refund amounts to the supported methods.

External and manual payment methods can require additional steps or restrict the available refund method. Follow the payment-specific article linked from the main refund procedure.

Return items and refund a retail purchase

Cancel a completed purchase

The existing completed-purchase cancellation article documents a narrow status-change action with important limitations. It says cancellation:

changes the purchase status;
does not release inventory;
does not update payment records; and
does not affect till records.

Use the return/refund workflow instead when the intended outcome is to recover inventory or return payment.

Cancel a completed retail purchase

Before you continue

Confirm the user's permissions for the chosen action.
Record the purchase ID and the payment transaction ID when applicable.
Check whether the payment method has a provider-specific refund procedure.
Review integration- and jurisdiction-specific rules before changing a cannabis sale.
If you are unsure which record must be corrected, stop and confirm with a retail operations or compliance administrator.

Retail POS: Cancel, Void, or Return a Sale