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    • Basic Operations
        • Sign in and sign out of the Eats365 POS
        • Perform Start of Day and Open Shift
        • Perform End of Day and other end of day activities
        • Clock in and clock out of the Eats365 POS
        • Manage cash in the cash drawer for non-payment transactions
        • Log in to the Eats365 Merchant Portal
    • Order Handling
        • Perform seating
        • Manage table statuses
        • Switch order view (Full Service)
        • Switch order view (Quick Serve)
        • Switch order view (Food Court)
        • Add items to an order (Full Service)
        • Add items to an order (Quick Serve)
        • Add items to an order (Food Court)
        • Add combo items to an order
        • Apply modifiers to an order
        • Change order quantities
        • Lock an order
        • Clone an order (Full Service)
        • Clone an order (Quick Serve)
        • Clone an order (Food Court)
        • Join multiple tables together
        • Share a table between different party groups
        • Split a table for different party groups
        • Fire and Hold items
        • Clear a table
        • Remove items from an order
        • Check order status (Full Service)
        • Check order status (Quick Serve)
        • Check order status (Food Court)
        • Use member order history to reorder
        • Create pickup and delivery orders
        • Use Action Buttons to modify an order
        • Manage new orders
        • Search for orders (Full Service)
        • Search for orders (Quick Serve)
        • Search for orders (Food Court)
        • Create a Custom Item
        • Set up and manage Courses
        • Transfer order to another table
        • Park and Retrieve orders
        • Manage orders from Delivery Integrations
        • Perform self-checkout for dine-in orders
        • Manage self-checkout orders
        • Manage pre-orders
        • Apply tier pricing to an order
        • Place All You Can Eat orders
    • Reservation Management
        • Manage reservations
    • Queuing Management
        • Issue Queuing Tickets from the POS
        • Manage queuing tickets
        • Suspend and resume issuing Queuing Tickets
        • Manage online queuing tickets
        • Manage queuing tickets during service interruptions
    • Handling Payments
        • Process a payment for an order (Full Service)
        • Process a payment for an order (Quick Serve)
        • Process a payment for an order (Food Court)
        • Process a 365pay payment on the POS
        • Process a QR code payment on the POS
        • Apply discounts to an order
        • Make an item complimentary
        • Apply taxes and service charges
        • Add tip to an order
        • Perform a Split Bill by Item and Split Bill by Amount
        • Payment returns
        • Apply surcharge to an order
        • Use membership points for payments and discounts
        • Use coupons and gift cards for payments
        • Forfeit a pre-paid order
        • Add restrictions to discount usage
        • Use points, discounts, or coupons for third-party CRM orders
        • Cancel or void gift cards, vouchers, and coupons
        • Refund gift card value
        • Change payment to a different currency
        • Use member credits for payments

Table of Contents

Payment returns

Learn how to cancel, void, or refund an order in the Eats365 POS app.

The Eats365 POS offers several methods for returning payments for items or orders. These functions address incorrect item entries or offer customer appeasement. Available options include:

  • Cancel - removes an item from the customer’s order before any payment is made.
  • Void - cancels the entire order. The amount that the customer has already paid is returned to them.
    Note: If a customer paid through a bank card, the voided transaction no longer appears on their bank statement.
  • Refund - works similarly to voiding an order. However, this can be done on a per-item basis. 
    Tip: The POS also supports performing a refund for the entire order. This function can be used for uncommon scenarios, such as refunding the whole order as a form of customer appeasement when a partial refund was already processed.

Cancel an item

To cancel an item, follow the steps below:

Delete

Tip: Generally, only staff with cancel permissions can cancel an item or an order. However, you can configure the POS to permit cancellations by staff without these permissions, provided they obtain approval from an authorized staff member. When this setting is enabled, the POS will prompt for the authorized staff to either scan their card or enter their passcode to complete the action. For more information, refer to the "Cancel/Void" section under Manage System Preferences.

  1. Log in to the Eats365 POS.
  2. At the top right, tap Order List  All. 
  3. Select the order with the item that you’d like to cancel. Then, tap To Order.
    Tip: For full-service restaurants, you may also select the table with the ordered item that you’d like to cancel.
  4. On the order-taking screen, tap the item that you’d like to remove from the order. The Action Buttons appear next to the item.
  5. Tap Delete to remove the item from the order.

Void an order

To void an order, follow the steps below:

Delete

Tip: Generally, only staff with void permissions can void an order. However, you can configure the POS to permit void actions by staff without these permissions, provided they obtain approval from an authorized staff member. When this setting is enabled, the POS will prompt for the authorized staff to either scan their card or enter their passcode to complete the action. For more information, refer to the "Cancel/Void" section under Manage System Preferences.

  1. Log in to the Eats365 POS.
  2. At the top right, tap Order List   All. 
  3. Select the order that you want to void. Then, tap To Payment.
    Tip: For full-service restaurants, you may also select the table with the order that you’d like to void. Then, tap Pay.
  4. At the bottom, tap Void Bill .

    Note: If you’ve enabled "Audit Logs" for voided and refunded orders, you must enter a reason to proceed with voiding or refunding the order. For more information on enabling Audit Logs, refer to Configure Audit Logs settings.
  5. Tap Done to confirm.

Refund an order

To refund an order, follow the steps below:

  1. Log in to the Eats365 POS.
  2. At the top right, tap Order List   All. 
  3. Select the order that you’d like to refund. Then, tap To Payment.

    Tip: For full-service restaurants, you may also select the table with the order that you’d like to refund. Then, tap Pay.
  4. At the bottom, tap Refund .

    Note: If you’ve enabled "Audit" Logs for refunded orders, you must enter a reason to continue refunding the order. For more information on enabling Audit Logs, refer to Configure Audit Logs settings.
  5. Select the items that you want to refund.

    Tip: To select all items simultaneously, tick the check box next to "Item."
  6. Tap Refund Selected Items.
refunds cancel void refund cancel item void order refund order return

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