The void sale feature is best used when you don't need to refund any payments attached to the sale. This includes On account or layaway sales without any payments. It can also be used to correct sales errors where you need to void a sale and create a new one to add more items, create a service, or add a discount to a completed sale. Only users with certain roles and permissions are able to complete voids.

Voiding a sale does not automatically refund any payments attached to the sale to the customer. If you need to process a refund, refer to the instructions in our Returning a sale in Retail POS (X-Series) article.

Understanding voiding sales

Voiding a sale will have different outcomes based on what type of sale you are voiding and will impact your inventory and reporting. Some considerations for voided sales:

• All products attached to a voided sale are returned to your inventory.
• Any revenue from the sale is removed from the Sales Report.
• Payment from the sale is removed from the Payment Report.
• The sale is removed from past register closures.
• Loyalty earned from a sale is removed when the sale is voided. Loyalty that has been used as a payment type on a sale is returned to the customer when a sale is voided.
• The sale remains as a record in your Sales History. Sales cannot be permanently deleted.

The type of sale to be voided will also affect the outcome of the void:

• Closed sale: All products attached to the sale are returned to your inventory. All payments made towards the sale are canceled but not returned to the customer. To refund a payment on a sale, refer to Returning a sale in Retail POS (X-Series).
• Parked sale: The parked sale is canceled. There is no payment or inventory to return. A record of the sale will remain in your sales history.
• Layaway/On account sale: All payments made towards the sale are canceled but not returned to the customer. Any payments that were made against the sale must be refunded manually. Inventory is returned into Retail POS.
• Return: The return is canceled and all refunds issued against the sale are canceled, including store credit. The returned inventory is removed from stock.
• Parked returns: The parked return will be canceled. There is no payment or inventory to return. A record of the sale will remain in your sales history.
• Gift cards: Voiding sales of gift cards will remove the gift card balance and the gift card number can be used again. Voiding sales where a gift card has been used as a payment method will re-credit the amount to the gift card.

Voiding a sale

1. Navigate to Sell > Sales history.
2. Locate the sale you want to void and click the arrow to expand the details.
3. Click Void.

   

4. A dialogue box will open asking to confirm that you wish to void the sale. Voiding a sale cannot be undone. If you do wish to void the sale, click Void sale. This will refresh your sales history and the sale's status will appear as Voided.

   Any payment that is attached to the sale will be removed from your reports but will not be refunded automatically to your customer.

Voiding sales using the Retail Imports team

If you want to void a large list of sales, you can submit a request to the Retail Imports team. Voided sales will remain as a record in your sales history. The Retail Imports Team cannot permanently delete sales.

1. Navigate to Sell > Sales history.
2. Optionally, filter for sales you wish to void.
3. Click Export list.
4. Open the file in Google Sheets or Excel.
5. Remove all columns except for Receipt Number.
6. Remove any receipt numbers you do not want voided.
7. Remove the Receipt Number header so you only have the list of receipt numbers to void.

   

8. Save and export your file as a CSV.
9. Verify your file before submitting to avoid issues that may cause the data import to fail.
   • Remove special characters, like™,☺,©, etc.
   • Erase cells with N/A so the field is blank.
   • Format scientific numbers (4.001E+11) as regular integers (40010000000).
   • Format all cells, including cells with numbers, as plain text. In Google Sheets, click Format > Number > Plain text.
   • Ensure there are no headers, only a list of receipt numbers.
10. Submit your file to the Retail Imports Team.

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