Moving POSChecked against the product on
Follow orders, cancel them or record a return
The Orders screen shows the branch's orders for today. A cancellation takes the order out of sales and puts its stock back; a return records only the reason and any wasted ingredients. There are no partial refunds, and neither moves cash out of the drawer by itself.
On this page
Before you start
- The Cancel / void orders permission to cancel and Manage order returns to record a return; by default only Admin and Branch manager have them.
Open Orders from the navigation. It shows Today's orders at the branch, newest first: each order's number, time, type and status. Prices and payment methods show only if an admin switched on Show prices and payment method on the Orders tab in Settings.
- Search by order number in Search by order number…; there are no status, type or date filters.
- The list doesn't update by itself; reopen the tab to see new orders and status changes.
- Tap an order to see Order details: its status, items and notes, with the print, cancel or return buttons.
Order statuses
| Status | When you see it |
|---|---|
| Pending payment | An online order waiting for its online payment to complete. |
| New, then Accepted | An order from your ordering site before preparation. |
| Preparing | A POS order starts here directly, because it is already paid. |
| Ready | Preparation is done. |
| Out for delivery, then Delivered | A delivery order from your ordering site. |
| Completed | The order was handed over and left the Kitchen screen. |
| Cancelled | The order was cancelled. |
Cancel an order
Cancel order shows while the order hasn't reached Ready, or while it is Out for delivery. Tap it, then Confirm cancel?. When you cancel:
- The order leaves sales and its ingredients go back into stock.
- Anything paid by gift card goes back onto the card automatically.
- Loyalty points the guest earned or spent on the order are reversed.
- No cash leaves the drawer by itself: a cancelled cash order stays in the shift's cash sales until you hand the money back and record it as a Pay out on Shift.
- An order paid online is refunded from your payment provider's own dashboard (Paymob or Moyasar), not from the POS.
Record a return
When cancelling is no longer possible — the order is Ready or Completed, or you lack the permission to cancel — Return order shows instead:
Step 1: Choose the reason
Answer Why is this order returned? with Order cancelled, Order mishandled, Wrong order, Customer complaint, Quality issue or Other, add a Description (optional), then tap Next.
Step 2: Record any wasted ingredients
Answer Any wasted materials for this order?: choose No to record the return, or Yes to pick the wasted ingredients and quantities, then tap Confirm return.
There are no partial refunds and no way to cancel a single item from an order: a cancellation or a return covers the whole order.
How do I give a guest part of their money back?
The POS doesn't do partial refunds. Hand the amount back from the drawer and record it as a Pay out with the reason on Shift, so the drawer balances at close.
Why don't I see the cancel button?
It needs the Cancel / void orders permission, which Admin and Branch manager have by default, and it disappears once the order is Ready, except for delivery orders while Out for delivery.
Does a cancelled order show on the shift report?
Yes, the close report counts it under Cancelled orders.