Who Is This For?
StoreHub merchants who need to cancel a transaction, refund a completed sale, or decide what happens to stock a customer has returned.
Overview
This article covers how to cancel and refund transactions on your StoreHub POS. You will learn how to cancel a transaction on the same day, refund a completed sale in full or in part, refund an item that is not linked to a transaction, cancel or refund a pre-order, and then decide in BackOffice whether returned items go back into your stock.
Before You Begin
You must be signed in to the StoreHub POS app with your 4-digit PIN.
Same-day cancellations can only be done while the shift is still open.
Refunds and cancellations only apply to offline POS transactions (not e-commerce, Beep Delivery, or online orders).
For pre-orders: the pre-order must be collected (completed) before it can be cancelled or refunded.
Step-by-Step Guide
Cancel a Transaction from POS (Same Day)
Use this when the transaction was made during the current shift and the shift is still open.
Notes:
You can only cancel a transaction during the shift and business day it was made in; the business day follows your store's operating hours, not midnight.
If the shift is closed, you cannot cancel transactions from that shift, even if it is the same day.
For transactions from previous days, the 'Cancel Transaction' button will be greyed out. Use 'Issue Refund' instead.
1. On your POS, tap the menu icon on the top left, then tap 'Transactions'.
2. Find the transaction you need to cancel. Tap on it and check the details.
3. Tap 'Cancel Transaction', then tap 'OK' to confirm.
4. Select a reason for the cancellation from the list, then tap 'Confirm'.
The transaction is now cancelled. You will see the updated status on the Transactions screen.
Stock: cancelling a transaction returns its items to stock automatically. You do not need to issue a refund or complete a return in BackOffice for a cancelled transaction. This stock movement appears in the Audit Trail (Stock Management) with the action 'Cancel'.
Understanding the Cancellation Receipt
After cancelling, you can print or email a receipt to the customer.
Printed thermal receipt: clearly shows the transaction has been cancelled.
Emailed receipt: the subject line will say 'Cancellation Receipt' (not 'Invoice'), and the specific cancellation reason will be included.
Note:
The updated email cancellation receipt with the cancellation reason applies to non-BIR receipts only.
Change an Item or Modifier in an Existing Order
If a customer wants to change an item in their order before it is completed:
1. On the register, tap 'Orders' and open the saved order you want to change (or tap its table if you use Table Layout).
2. Tap on the specific item you need to edit.
3. Adjust the modifiers as the customer requested.
4. Tap 'Update'.
5. A new kitchen docket will be printed. The changed modifier will appear with a strikethrough on the docket.
Cancel a Transaction from BackOffice
Use this only when you cannot cancel from the POS. Cancelling from BackOffice is not recommended because it may cause your Sales Over Time and Shift Reports to not tally.
Notes:
This only applies to offline POS transactions.
Cancellations from BackOffice will not sync back to your POS.
We recommend cancelling same-day transactions from POS instead.
1. In your BackOffice, go to 'Transactions'.
2. Select the transaction you want to cancel.
3. Tap 'Cancel Transaction' on the top right corner of the page.
4. Type the word 'CANCEL' in the confirmation field, then tap 'Cancel Transaction' to confirm.
Notes:
The Transaction Details page will show 'Transaction Type: Sale (Cancelled)'.
The Transactions list will also show the cancelled status.
Refund a Transaction from POS
Use this to refund a completed transaction. The refund is linked to the original transaction.
Note:
A transaction can be refunded more than once (for example one item at a time) until every item quantity on it has been refunded; after that POS shows 'This sale has already been refunded.'
1. In the StoreHub POS app, go to 'Transactions'.
2. Select the transaction to be refunded, then tap 'Issue Refund'.
3. Remove any items that should not be refunded, and edit the quantity if needed.
4. Make sure the remaining items and quantities are correct, then tap 'Next'.
5. Select a refund method and a refund reason (or tap 'Other' to type your own reason), then tap 'Confirm'.
6. The refund is complete. View the refund transaction in 'Transactions'. The original receipt number will appear when you tap the refunded transaction.
Note:
Tap 'Refund for# XXXXXXXXXXX' to return to the original transaction.
7. In your BackOffice, decide whether to restock the item back to inventory or write off the stock. See 'Complete a Return in BackOffice' below.
Refund Items Manually on POS (Manual Return)
Use this when you need to refund an item that is not linked to a specific transaction. A manual refund creates a new refund transaction.
Manual Refund | Transaction Refund |
|
|
1. Sign in to the StoreHub POS app using your 4-digit PIN.
2. Tap the three-dot menu icon.
3. Tap 'Manual Return'.
4. Select the item(s) to refund from the register screen.
5. Tap the total amount in red at the bottom. Select the refund method (cash, card, etc.).
6. Select a reason for the refund (or tap 'Other' to type your own reason), then tap 'Confirm'.
7. The item has been refunded.
8. In your BackOffice, decide whether to restock the item back to inventory or write off the stock. See 'Complete a Return in BackOffice' below.
Cancel a Pre-Order on POS
Notes:
A pre-order that has not been collected cannot be cancelled because it is not a complete transaction.
This only applies to pre-orders created from POS, not Beep Delivery pre-orders.
1. Go to the 'Transactions' page and find the pre-order.
Note:
If the pre-order has not been collected, you will not see the cancel option.
2. If the pre-order has not been collected yet, collect it first to complete the transaction. Refer to this article.
3. After collecting, go back to the 'Transactions' page and find the completed pre-order.
4. Tap 'Cancel Transaction', then tap 'OK' from the pop-up warning.
5. Pick a cancellation reason from the list, or tap 'Other' to type your own reason. Tap 'Confirm'.
6. The pre-order has been cancelled. View it in the Transactions page.
Refund a Pre-Order on POS
Notes:
A pre-order that has not been collected cannot be refunded because it is not a complete transaction.
This only applies to pre-orders created from POS, not Beep Delivery pre-orders.
A transaction can be refunded more than once until every item quantity on it has been refunded; after that POS shows 'This sale has already been refunded.'
1. Go to the 'Transactions' page and find the pre-order.
2. If the pre-order has not been collected, collect it first to complete the transaction.
3. After collecting, go back to the 'Transactions' page and find the completed pre-order.
4. Tap 'Issue Refund'. Remove any items that should not be refunded.
5. Select a refund method and reason (or tap 'Other'), then tap 'Confirm'.
6. The pre-order has been refunded. View the refund in the Transactions page. The original receipt number will appear.
7. In your BackOffice, decide whether to restock the item or write off the stock. See below.
Complete a Return in BackOffice (Restock or Write Off)
After a refund is processed on POS, go to BackOffice to decide what happens to the returned stock.
Until you choose 'Restock' or 'Write Off' and save, the return sits on your Returns page marked 'Awaiting Action' and your stock level does not change.
1. In your BackOffice, go to 'Offline Transactions', then tap 'Returns'.
2. Select the desired store and time frame.
3. Select the returned transaction. The return details will be shown.
4. Choose one of the following. Pick 'Restock' if the item can still be sold. Pick 'Write Off' if it cannot:
Option | What It Does |
Restock | Adds the item back into your inventory. |
Write Off | Keeps the inventory level as it is (item is not added back). |
5. Tap 'Save'. The return will show as completed on the Returns page.
Troubleshooting
The table below covers common problems when cancelling or refunding a transaction on your StoreHub POS, and what to do about each one.
Issue | Solution |
'Cancel Transaction' button is greyed out | You can only cancel transactions from the current shift on the same day. For older transactions, use 'Issue Refund' instead. |
Cannot cancel a pre-order | The pre-order must be collected (completed) first. Collect it, then cancel from the Transactions page. |
Refund button not appearing | Make sure the transaction is a completed offline POS transaction. Refunds do not apply to online or delivery orders. |
Refund already processed for this transaction | If 'This sale has already been refunded' appears, every item on that transaction has already been refunded. To refund something that was not on the original sale, use 'Manual Refund' instead. |
Cancelled in BackOffice but still showing on POS | Cancellations from BackOffice do not sync to POS. The POS will still show the original transaction. |
Return not showing in BackOffice | Go to Offline Transactions, then Returns. Make sure you selected the correct store and time frame. |
You chose 'Restock' or 'Write Off' and tapped 'Save', but the return still shows 'Awaiting Action' | Refresh your BackOffice page once, in case the return had not finished syncing from your register. If it still shows 'Awaiting Action', stop there and contact our Care team via Live Chat with the Transaction ID from your Returns page. This one is not something you can fix yourself. We need to check it on your account. |
FAQs
1. What is the difference between cancelling and refunding a transaction?
Cancellation voids the entire transaction on the same day while the shift is open. A refund reverses a completed transaction (full or partial) and can be done on a different day.
2. What is the difference between a manual refund and a transaction refund?
A transaction refund is linked to an existing completed transaction and uses the original receipt number. A manual refund lets you select any item from the register screen and is not linked to any specific transaction.
3. Can I cancel a transaction from a previous day?
No. Use Issue Refund instead for transactions from previous days.
4. Do I need to restock returned items?
Yes, you should decide in BackOffice whether to restock the item (add it back to inventory) or write it off (keep inventory as is).
5. Can I cancel a Beep Delivery or online order from POS?
No. Cancellations and refunds on POS only apply to offline POS transactions.
6. Why does the emailed receipt say 'Cancellation Receipt' instead of 'Invoice'?
An Invoice means a sale was completed. A Cancellation Receipt clearly shows the transaction was voided, avoiding confusion for you and your customer.
7. I cancelled a transaction. Do I also need to refund it or restock the items?
No. A cancelled transaction (from POS or BackOffice) already returns its items to stock. Issue Refund is only for a completed sale that was not cancelled.
8. I refunded the wrong transaction by mistake, for example last year's sale. Can I undo it?
Do not issue another refund or a new sale to balance it. Contact our Care team via Live Chat with both receipt numbers, the original sale and the refund, so we can check it on your account. Until it is corrected, the refund counts in today's report under Total Sales Returned, which is why today's net sales can show as negative.
9. What does 'Awaiting Action' mean on the Returns page?
It means the return is waiting for you. The refund is already done at the register, but you have not yet told BackOffice what to do with the items. Open the return and choose 'Restock' or 'Write Off', then tap 'Save'. The status changes to completed and your stock updates.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
Was This Article Helpful?
Let us know below or contact support for further assistance.