Refunds and voids

Also known as: devoluciones, anulaciones, anular, reembolso, void a line, refund a ticket, rectificación, manager PIN void.

Two distinct cases that people often mix up:

• Voiding a line: the ticket hasn't been paid yet. You remove a product that was added by mistake or that the customer changed their mind about.
• Refund: the ticket has already been paid. You have to issue a formal refund, which prints with a reason and is recorded in the end-of-day cashup and the fiscal log.

Both leave a trail. Don't delete lines already sent to the kitchen without a manager PIN — brasio won't let you.

Voiding a line before payment

1. In the table detail, find the line you want to remove.
2. Swipe the line to the left. A Void button appears.
3. Tap Void.

brasio checks the state:

• If the product hasn't been sent to the kitchen yet, it's removed straight away.
• If it was already sent to the kitchen, brasio asks for the manager PIN and, on confirmation, prints a ticket in the kitchen with a VOIDED notice so they know not to prepare it (or to stop if they'd already started). brasio also asks for a brief reason (customer changed mind, server error, out of stock).

The void is recorded against the server's shift and appears on the daily report.

Refunding a paid ticket

If the customer has already paid and you need to give money back (a complaint, an error, a faulty product):

1. Admin → Tickets — the closed-tickets browser. See Browse and reprint closed tickets for how to find a specific ticket by date or customer.
2. Find the ticket by date and the search box (number or customer).
3. Tap the ticket → Refund.
4. Pick which lines to refund (the whole ticket or just some lines).
5. Enter the reason for the refund.
6. Pick the refund method (Cash, Card, etc.).
7. Confirm.

brasio:

• Prints a refund ticket with the reason, the refunded lines and a negative amount.
• If the refund is to card, brasio fires the operation on the SumUp reader to push the charge back to the customer.
• Generates the corresponding Veri*factu record (rectifying invoice). See Veri*factu in brasio: overview.

Suggested policy

• Free voids while the ticket is open: the server does them on their own.
• Voids of lines already sent to the kitchen: manager PIN.
• Refunds on a paid ticket: always manager PIN.

Role-based permissions (who can void or refund without a manager PIN) are configured by the brasio team. Get in touch if you need to adjust the policy for your venue.

Not working?

• "You don't have permission to void": ask for a manager PIN or change the employee's role.
• The card refund errors out: the reader may be out of Bluetooth range. Bring it closer to the terminal and try again. See Connect your SumUp card reader.
• The ticket doesn't show up in Tickets: the default date is today — use Día anterior or pick a date if the ticket is older.