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A charged order the customer no longer wants has to leave sales with its credit note and with the money given back. If it is “fixed” by hand —giving back the cash without canceling the order— the sale still counts and the register comes out short at closing. Cancel order cancels the whole order, issues the credit note and records who did it, who authorized it and why.
The minimum you need to know
  • Only Approved orders created less than 30 minutes ago can be canceled.
  • Entering the cancellation requires a manager’s code from Access → Cancel orders. Each code is good for one cancellation.
  • The cancellation issues a credit note and cannot be undone.
  • If the order was paid in cash, the drawer opens so you can give the money back.

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Prerequisites

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1. Enter the manager’s code

Tap your name at the top right to open Settings and choose Cancel order. Ask the manager for a code from Access → Cancel orders, type the 6 digits and tap Continue.
Authorization required window with the 6-digit code typed

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2. Choose the order

The list shows the store’s orders for the day, with the code, time, customer, total and status. Orders older than 30 minutes appear with +30 min and you cannot tap them. To find an order, type or scan its code in the search box. If an order you just charged does not appear, tap Refresh.
Cancel order list with a recent approved order and others disabled with +30 min

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3. Review the order and choose the reason

Tap the order. The window shows the code, customer, payment method and total. Compare them with what the customer tells you before going on.
Cancel this order? window with the order details and the cancellation reasons
In Cancellation reason, choose the category and tap the reason. Some reasons require a note; for the rest it is optional.
Cancellation reason selected and a note typed

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4. Cancel

Tap Cancel order. The POS issues the credit note, prints the cancellation receipt and, if the order was paid in cash, opens the drawer so you can give the money back. The window confirms Order canceled with the Refunded amount.
Order canceled with the order code and the refunded amount
Tap Done. To cancel another order, ask for a new code.
If you see Order canceled, you are done: the order no longer counts as a sale.

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Cancellation reasons

The reasons and their categories are the ones set up for the country’s account, so they change from one country to another. If a reason is missing, ask the Fire team for it. A change to the reasons takes up to 5 minutes to reach the POS.

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Recipes

  1. Open Settings → Cancel order and type the code from Access → Cancel orders.
  2. Find the order by its code.
  3. Choose the reason and tap Cancel order.
  4. Give back the cash from the drawer, which opens by itself.
  1. Cancel the wrongly charged order, with the reason that applies.
  2. Sell the correct order again. See Sell and charge.

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Mistakes that cost money

Giving back the cash without canceling the order. The sale still counts and the money is no longer in the register: the close comes out with a shortage. Every refund goes through Cancel order.
Canceling without checking the order. The cancellation cannot be undone. Check the code, total and payment method before tapping Cancel order.
Letting the 30 minutes go by. After that, the order can no longer be canceled from the POS. If the customer asks for the cancellation, do it right away.

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Frequently asked questions

More than 30 minutes have passed since it was created. It can no longer be canceled from the POS: tell the manager.
The code was already used, expired, or is for another operation. Ask the manager for a new one from Access → Cancel orders.
The order belongs to a business day that has already been closed. That cancellation is done from the backoffice.
The order is still not canceled. Wait a few seconds and tap Cancel order again.
No. The cancellation cancels the whole order. If the customer keeps part of it, cancel the order and sell again what they are taking.