Papaya distinguishes between items cancelled before payment (voids) and items cancelled after payment (refunds). This distinction appears on your printed reports and day reports, giving you accurate data for accounting and loss tracking.
Before vs after payment
Scenario | What it means | Label on report |
Cancelled before payment | Item was voided 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 voided 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
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. These are treated as voids — the items are removed and no charge applies.
After payment: Once payment is completed, items cannot simply be voided. 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.