Papaya distinguishes between items cancelled before payment and items cancelled after payment — the second kind needs a refund. This distinction appears on your printed reports and day reports, giving you accurate data for accounting and loss tracking.
Throughout Papaya and your reports, a removed line is called a cancelled item. Some other POS systems call the same thing a void — if that is the word you are used to, a cancellation before payment is what they mean.
Before vs after payment
Scenario | What it means | Label on report |
Cancelled before payment | Item was cancelled before the bill was settled — no money changed hands | Cancelled |
Cancelled after payment | Item was removed after payment was completed — a refund is needed | Cancelled (after payment) |
This gives you a clear audit trail: you can see exactly what was cancelled during service (pre-payment) vs what needs a refund (post-payment).
Where this appears
Printed day reports — cancelled items are broken down by before/after payment
Order history — each cancelled item shows its cancellation status
Daily Summary Report — the Cancellations tab breaks cancelled orders and cancelled items down by day, by staff and by item, and flags the after-payment ones
Cancellation tickets — if enabled on a receipt printer group, a separate cancellation ticket prints when items are cancelled (see Settings → Direct Printing → Printer Groups → Receive cancellation tickets)
How cancellation works
Before payment: Staff can cancel items directly from the order — the items are removed and no charge applies.
After payment: Once payment is completed, items cannot simply be cancelled. Cancelling an item post-payment flags it for refund processing.
Each cancellation can include a cancel reason (optional) for internal tracking.
‼️ Cancelled items are excluded from standard receipts — only confirmed items appear on customer receipts. Cancelled items only appear on reports and cancellation tickets.