Question
How do I unvoid a credit card?
Can I reverse a void on a credit card?
I lost a credit card payment and need to get it back. How do I do that?
Answer
Voided payments are often necessary when errors like incorrect tip adjustments or accidental voids occur. To reverse or unvoid a voided payment, follow these steps:
Log in to Toast Web and navigate to Payments > Transactions & Refunds > Find Checks and Issue Refund.
Locate the check in question. Select Actions > Void Reversal.
Enter the amount to reverse (if applicable), and select Process Void Reversal.
If after selecting Process Void Reversal you receive the Payment amount cannot be larger than the check amount error message, this is typically due to a surcharge on your check. Void reversal amounts are calculated based on the check subtotal before the surcharge is applied. To fix this:
Navigate to Reports > Orders.
Select the order you need to adjust to view the Order Details.
In the Order Details page, select Re-open Check.
Once the check is re-opened, navigate to the POS.
Open the check on your terminal, and add an open item that equals the surcharge amount.
Close the check.
Process the void reversal again following the steps above.
Notes:
Void reversals are a one-time process so be sure to review your details before submitting.
If you do not see the Void Reversal option, check to ensure you have the 3.32 Void / Refund Payments (Limited to Same Day Only) permission on your employee profile.
If you have the necessary permissions but cannot complete the void reversal, please contact Customer Care to request a void reversal. Be sure to have the check information ready.
Signed receipts are especially helpful for resolving payment disputes as they allow Toast to verify transactions more effectively.
Cardholder information cannot be stored due to PCI compliance, so direct engagement with the guest may be necessary for certain adjustments.
Tips can only be re-added using the standard tip adjustment process after a void reversal has been completed.
A void reversal can only be processed in Toast Web within 24 hours of the voided payment. After 24 hours, a void reversal can only be completed by Customer Care. Certain payment types may have restrictions on void reversals, and it is not a guarantee that they can be completed.
In addition, if no record exists for a payment in the system, recovery is not possible, and alternatives like comping the check may need to be considered. Always verify that all documentation is accurate before proceeding with any payment adjustments.