Void and Refund Standard Operating Procedure

Purpose

Voids and refunds reverse money and restock goods, so they are the most control-sensitive actions on the register. This procedure defines how to void a whole sale and how to refund selected lines, and who must authorize each. Both paths preserve the original receipt and stock ledger untouched — the reversal is posted as a new movement, never by editing the original.

Intended roles

• Void a sale requires the approve void permission.
• Refund / return requires the approve refund / return permission.
• The person processing must be assigned to the store the sale belongs to.

Cashiers without these permissions must call a store supervisor to authorize the action.

Standard procedure

A. Void a whole sale (same-shift correction)

1. Go to Point of Sale > Returns & Voids.
2. Enter the receipt number and look it up. Confirm it is the correct completed sale.
3. Confirm the sale belongs to a shift that is still open — voids are only for same-shift mistakes. If the shift has been closed (Z-read taken), stop and use a refund instead.
4. Select Void, enter a clear reason, and confirm. Authorization point: only a user with the approve-void permission may complete this.
5. The whole sale is reversed and the goods are restocked.

B. Refund selected lines (after the shift has closed, or partial return)

1. Go to Point of Sale > Returns & Voids and look up the receipt number.
2. Choose the lines and quantities to return. The screen shows how much of each line remains returnable.
3. Make sure you have your own open shift on the same store — the refund is paid out of your drawer and stamped with your shift.
4. Choose the refund method (cash, card, e-wallet, or store credit) and enter the reason. Authorization point: only a user with the approve-refund permission may complete this.
5. Confirm. A new refund document is created with its own receipt number and the returned goods are restocked.

Controls and audit reminders

• Every void and refund records a reason — never leave it vague; state what and why.
• Voids do not touch a closed shift's history; that immutability is deliberate — use a refund instead.
• Refunds reduce your open drawer, so your closing count reflects money paid back out.
• Restocking happens automatically as a return movement; do not adjust stock separately.
• A line can only be returned up to the quantity originally sold and not already returned.

Escalation

If a receipt cannot be found, the shift is already closed and a void is needed, permissions block the action, or the refund method or amount is disputed, stop and escalate to the store supervisor or store manager. Do not attempt workarounds outside this procedure.