Cancel an order or an item
Cancel a whole order or remove a single item from the point of sale, even once it is in the kitchen, and refund what was already charged.
Updated on November 2, 2026
You cancel from the point of sale (/pos), not from Active Orders in the admin panel (/admin/orders): that screen is for looking up, charging and reprinting, and it has no cancel button. What you do depends on whether you want to remove everything or just part of it, and on whether the order has been charged.
| You want to | Unpaid order | Order already charged |
|---|---|---|
| Remove one item | Remove from bill | Refund items |
| Cancel everything | View Orders → X | Refund items, or X if it was paid online |
Cancel a whole order
- In the point of sale, press View Orders. The Active Orders panel opens with your orders, the ones that came in online and open tabs. The button only appears when there are active orders.
- Press the red X to the right of Select, on the order you want to cancel.
- Confirm with Cancel Order.
The order disappears from the kitchen display and its items' inventory comes back. The X works at any stage, even if the kitchen is already preparing it.
If you have the order open and the kitchen has not started it, you will also see a Cancel Order button below the order.
An order charged at the register cannot be cancelled with the X, because the money would stay in the shift count. Use Refund items, as explained below. If the order still has a balance due, charge it first.
Remove a single item
You can remove an item without cancelling the rest, even if the order was already sent to the kitchen, as long as it has not been charged.
- Open the order. Press View Orders and then Select, or tap it on its table.
- Press the crossed-circle icon next to the item (Remove from bill).
What happens next depends on how far along the item is in the kitchen:
- The kitchen has not started it: it is removed right away, all units of it, without asking for a reason. It is marked Voided, its inventory comes back and the kitchen gets a notice.
- It has been started or delivered: choose the Quantity and Reason, and press Confirm removal. It is marked Comped: it leaves the bill, but the inventory does not come back because the product was already used.
If you remove the last remaining item, the order cancels itself.
Removing prepared items is off by default. Turn it on in Settings → Point of sale, under Remove prepared items from the bill, by choosing Administrators only or All POS staff. While it is disabled nobody can remove them, not even an administrator.
If the order was already charged
Items on a charged bill can no longer be taken off with Remove from bill; they have to be refunded.
- Open Order history in the admin panel and find the order.
- Press Refund items. Only an administrator can do this.
- Choose the items, the payment to return the money from and the reason, then confirm. To cancel the whole order, refund all of its items.
This works with cash, card and transfer payments. It has two limits:
- Mercado Pago payments: orders paid online are cancelled with the X in View Orders, which returns the total to the customer and cancels the delivery if possible. Other Mercado Pago charges are refunded from Mercado Pago.
- Invoiced orders: cancel the invoice first.
Next step
To review what was cancelled, go to Reports.
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