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How to remove a sale or refund stuck on the Sell Screen


The previous sale is still showing on the Sell Screen with either:

  • The products included 
  • The products not included resulting in a negative balance in the Pay Button


  • Retail POS on iPad
  • Retail POS for Mac or PC


An error occurred at the time of payment and the sale is sent back to the Sell Screen. Common errors that cause this issue are related to your wifi network connection.

As payment is applied, if you were then to remove the products, a balance will be left remaining until the original products are added back to the sale.


  1. Add item(s) from the previous sale to the sell screen (if they have been deleted)
  2. The balance owed is now 0.00
  3. Tap Pay 
  4. Tap Cash

Additional Information

If the sale is not valid and doesn't need to be accounted for in reporting or Sales History, you can void it. Refer to our Voiding Sales Using the Retail POS Sales History guide for steps how.

You may also want to confirm with your payment terminal that the payment/refund went through.

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