Retail Correction Actions Unavailable

Troubleshoot Missing or Blocked Cancel, Void, and Return Actions

Symptom

A Cancel, Mark as Cancelled, Void, Return, refund method, or Complete Return action is missing or blocked.

Resolution

1. Confirm the Outcome You Need

Remove from Queue keeps an open order active.
Cancel Sale cancels an unpaid order.
Mark as Cancelled changes a completed order's status without changing payment or inventory records.
Void reverses a payment transaction.
Return records returned items and refund value.

Choose the action that matches the records you need to change.

2. Check the Purchase and Payment Statuses

Some actions are available only for open, Completed, unpaid, or paid purchases. A partially paid order can also limit cancellation options. Review both statuses before troubleshooting the button.

3. Check User Role Permissions

Review the applicable role actions:

Cancel Completed Orders
Void Payment Transaction with PIN
Void Payment After Original Till Session Closed
Refund Purchase
Authorize Cash Return with PIN

Save the role, then log out and log back in if the change doesn't appear right away.

4. Check the Till and Till Session

A standard void can be blocked when the original till is closed or the current till session is different. Use the override permission only when your role and operating procedure allow it.

5. Check for Prior Returns or Refunds

A completed order cannot follow its void path after a return or refund has been issued against the order.

6. Check Refund-Method Configuration

The available refund methods depend on the facility and the original payment method. Confirm that the intended method is enabled and allowed for returns.

7. Check the External Processor

For AeroPay Manual, POSaBIT Manual, or Manual Card, confirm whether the processor action must be completed before Flourish can record the return. Do not repeat a processor refund until you know the status of the first request.

8. Check Compliance Requirements

METRC, MMUR, and BioTrack can add inventory or external-record requirements. Review the compliance article for your integration before forcing a different correction path.

When to Contact Support if you aren't able to unblock

Include:

Facility and User Role
Purchase ID and transaction ID
Order and payment statuses
Action that is missing or blocked
Till and till-session state
Prior return or void history
Payment method and processor result
Exact error message

Do not include full payment card data or sensitive customer information.