Refund or Adjust Payment on a Catering & Events Order

To ensure consistent and accurate record-keeping, catering orders with a payment—regardless of whether the payment was voided or refunded—will remain in your orders list and cannot be deleted.

Adjust an Authorized Payment for Catering & Events

For Toast Catering & Events, a credit card payment will remain in the ‘authorized’ state for up to two days after it is made. In this state, adjusting the payment amount to reflect any changes on the order is possible. A few things to note:

Payments can also be voided.
It’s not possible to refund a payment that is still only in the authorized state.

Follow the steps below to adjust an authorized payment for Toast Catering & Events:

In Toast Web, navigate to Catering & events > Orders.
Locate the order on the Catering orders dashboard by customer name or phone number and add, void, or update the items.

Note: You’ll see the balance due update accordingly (negative amount for the balance owed back to the customer).
Next, select Actions (blue button) > Adjust/void payment. This modal will allow you to increase or decrease the amount charged and/or update the tip amount in the Adjust to clear the balance section.

Note: You may need to refresh the page to see the updated order.

Refund a Captured Credit Card Payment for a Catering & Events Order

Once a credit card payment has been batched, it is ‘captured’, and it is no longer possible to void the payment or adjust the payment amount.

Note: Toast-wide restrictions limit refunds to one per payment. If you partially refund a payment, you cannot refund more later.

Follow the steps below to refund a captured Catering & Events order:

Before you get started with your Catering & Events refund, note the following:

If you want to cancel items on the order, do NOT void them. Instead, when prompted in the steps below, you must refund the order By item.
Before you issue the refund, you may only submit one fund per transaction.

In Toast Web, navigate to Catering & events > Orders.
Locate the order on the Catering orders dashboard by customer name or phone number.
Navigate to the Order details of the customer’s order and confirm if the order was captured.
Next, navigate to Actions (blue button) > Refund payment. Here, you can follow the prompt to refund:
- By item
- Entire check
- Tax only
- Custom amount
Select Confirm to complete your selection.

Note: You may need to refresh the page to see the updated order.

If you have voided items on a Catering & Events order with a posted payment, you’ll see a negative balance on the order. This is a balance due to the customer. You can refund the customer using the Custom amount option, but doing so will not clear the balance.

Adjust a Non-credit Card Payment for Catering & Events

To adjust a non-credit card payment for a Catering & Events order, you will void it and re-add the credit card information.

Follow the steps below to adjust a non-credit card payment for Catering & Events:

In Toast Web, navigate to Catering & events > Orders.
Locate the order on the Catering orders dashboard by customer name or phone number.
Navigate to Actions (blue button) > Adjust/void payment.
Select Void the payment.
Use the three-dot overflow menu button to add, void, or update items as needed in the Order details section.

Note: You may need to refresh the page to see the updated balance.
Next, select Actions (blue button) > Enter payment and re-enter the customer payment information.
Once complete, select Process payment (blue button).

Void a Catering & Events Order

Void an Authorized Credit Card Payment for Catering & Events

When the credit card payment is still in the ‘authorized’ state, or if the payment was not made with a credit card, you won’t be able to issue a refund; void the payment instead.

Note: Catering & Events does not currently support voiding a credit card payment, so you must do this on the find check page and/or the POS.

Follow the steps below to void and authorize credit card payments for Catering & Events:

Find the check on the POS using one of the following methods:
- Access the Payment Terminal, locate the check, and select UPDATE.
- Select the Lookup button on the top right and enter the check number.
- Select Find Checks under Manager Activities and search by check number and date.
From the check details, select the overflow menu button in the top right corner (three dots).
From the drop-down menu select Void order. This will remove the Catering & Events order.

Void a Catering & Events Order With a Captured Credit Card Payment

To cancel the order, you’ll need to issue a full refund. It’s not possible to void the order in this case.

To void a Catering & Events order with a captured credit card payment follow the steps below:

In Toast Web, navigate to Catering & events > Orders.
Locate the order on the Catering orders dashboard by customer name or phone number.
Next select Actions > Refund payment.
Select Entire check and follow the prompts.

Note: You may need to refresh the page to see the updated order.

Void a Non-credit Card Payment Catering & Events Order

To void a non-credit card payment Catering & Events or first you must void the payment, then delete or void the order.

In Toast Web, navigate to Catering & events > Orders.
Locate the order on the Catering orders dashboard by customer name or phone number.
Next select Actions > Adjust/void payment.
Select Void payment.

Note: You may need to refresh the page to see the updated order.
To delete, select one of the following: