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Cancellation lets a cashier reverse an approved order directly from the POS terminal. Each cancellation requires a manager authorization code, issues a credit note and is recorded in the audit trail. It cannot be undone. This is the operator flow at the terminal. For the order cancellation that an external integration triggers through the API, see Cancel order.

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Prerequisites

  • An open register on the terminal. The Cancel order action is only available while the register is open.
  • A manager able to generate a 6-digit authorization code. See Authorization codes.
  • The order to cancel must have the Approved status and be created within the last 30 minutes.

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When an order can be cancelled

The POS only allows cancelling orders that meet all of these conditions:
  • Status is Approved. Orders that are still in progress, already cancelled or refunded cannot be cancelled again.
  • Inside the 30-minute window. Cancellation issues a credit note, and the fiscal backend only accepts it within 30 minutes of the order’s creation. Older orders appear in the list but are disabled with a +30 min badge.
  • The register is open.
Cancellation reverses the whole order, not individual lines. For an order paid with split payments, the current version refunds the first payment method.

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1. Open Cancel order

In the terminal header, open the session menu (the ⋮ button) and choose Cancel order.
Session menu with the Cancel order option

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2. Enter the manager authorization code

The POS asks for a 6-digit manager code before showing any orders: “Enter the manager’s 6-digit code to access order cancellation.” The manager generates the code in the backoffice from POS → Authorization Tokens, choosing the Order cancellation access purpose.
Backoffice generating a code with the Order cancellation access purpose
The manager dictates the code to the cashier, who types it on the keypad and taps Continue.
POS screen asking for the manager code to access order cancellation
One valid code unlocks the cancellation session: once accepted, the cashier can cancel more than one order without asking for a new code. This is different from register-close or withdrawal codes, which authorize a single action.
If the code is invalid, expired, already used or generated for a different purpose, the POS rejects it and the cashier asks the manager for a new one.

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3. Select the order to cancel

The POS shows the orders from the current day. Each row shows the order code, time, customer, total, payment method and a status badge.
  • Tap an Approved order inside the 30-minute window to review it.
  • Orders outside the window show a +30 min badge and cannot be selected.
  • Use Refresh () to reload the list if a recent order is not visible yet.
List of the current day's orders with status and the +30 min badge

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4. Confirm the cancellation

Review the selected order (code, customer, payment method and total). Optionally enter a reason — for example, “customer changed their mind”. If left blank, the POS records a default reason. Confirm with Cancel order. The POS issues the credit note and shows Order canceled. The order moves to Canceled status.
Cancellation confirmation with the optional reason field
Cancellation generates a credit note and cannot be undone. Confirm the order, amount and reason before continuing.

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What happens after cancelling

  • The backend issues a credit note for the order and, when applicable, a digital voucher.
  • The cancellation is written to the audit trail with the cashier, the manager authorization and the reason.
  • The order status becomes Canceled and is excluded from later cancellation attempts.

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Limitations

  • Whole order only — lines cannot be cancelled individually.
  • 30-minute window — fixed by the fiscal backend; it is not a per-store setting.
  • Split payments — the current version refunds the first payment method.

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Troubleshooting

If the order cannot be cancelled, check the most common causes:
  • The order is older than 30 minutes (it shows the +30 min badge).
  • The order is not Approved, or is already cancelled or refunded.
  • The register is closed, so the action is unavailable.
  • The manager code was expired, already used or generated for another purpose.
If the operation still applies, ask the manager for a fresh authorization code and try again.