How to void or cancel an order

Wrong order, customer changed their mind, kitchen messed up, fiscal correction needed — orders get cancelled. HotelBee handles the bookkeeping side: a fiscal cancel invoice (in countries that require it), an inventory return (if stock was already deducted), a reason recorded for reports, and an audit log entry. Your job is to pick the right options.

Step 1 — Find the order

Open POS → Orders (or the orders list inside your POS point). Filter by status (Open, Finalized) or by date. Click the order to open its detail view.

Step 2 — Open the cancel dialog

From the order's action panel, click Cancel order. HotelBee asks for two things: a reason and whether to put the inventory back.

Pick a cancel reason

Reasons drive your void/waste reporting and let managers spot patterns (kitchen errors at one POS, repeated complimentary entries by one waiter, etc.). Common reasons:

• Customer changed their mind — guest decided not to order after all.
• Prep error — kitchen made the wrong dish, wrong portion, etc.
• Comp — given on the house. Counts in the comp/complimentary report rather than as lost sales.
• Wrong order entered — staff mistake; the cancelled order is replaced by a new correct one.
• Fiscal correction — voiding for tax/fiscal reasons (wrong NIPT, wrong invoice currency, etc.).

Decide on the inventory

The Update inventory toggle controls whether HotelBee re-adds the deducted stock to the warehouse:

• Tick it when items weren't actually used — drinks that didn't get poured, food that didn't reach the kitchen, retail items that didn't leave the shelf.
• Untick it when items were used or wasted — a comped meal that was eaten, a drink that was poured then sent back, a damaged retail item. The financial cancel still happens; only stock stays deducted so your inventory matches reality.

Step 3 — Confirm and what happens next

Click Confirm. Behind the scenes:

• Order status flips to Cancelled. It stays in the orders list (filterable by Cancelled status) and is excluded from sales totals.
• If the order had a fiscal invoice (was paid/finalized), HotelBee sends a cancel-side fiscal message to your country's tax authority. The cancel reference attaches to the order so auditors can trace the chain.
• If Update inventory was ticked, the products' stock is incremented in their source warehouse.
• If the order was attached to a reservation (Room Charge), the line is removed from the folio.
• The cancel is logged with your name, timestamp, and the reason.

What about the refund?

Cancelling a paid order doesn't auto-refund the money — that's a deliberate choice. Refunds depend on the original payment method (chargeback to card, cash from till, void on a voucher, etc.) and your refund policy. Issue the refund manually using your card terminal or cash drawer; the cancelled fiscal record on HotelBee's side gives your accounting the paper trail.

Where cancelled orders show up

• Orders list — filterable by Cancelled status.
• Void / Waste report — counts cancellations by reason, by user, and by POS point.
• Order logs — full audit chain (created, edited, cancelled, with timestamps and user names).