Removing and voiding items and checks — Paloma POS 2

This article is about Paloma POS 2 — the new POS app in the Paloma line. It explains how to take an unwanted item off an open check: remove a just-added (unsent) line, void a saved or kitchen-fired line with a refusal reason, refuse part of a quantity, and clear the whole check. If you are not sure which product you have, start with How to tell you have Paloma POS 2.

Overview

In Paloma POS 2, how you remove an item depends on what has already happened to it. The POS behaves differently in three cases:

• A fresh line — just added, not yet saved and not yet sent to the kitchen. It comes off at once, with no questions.
• A saved or fired line — already committed to the check with "Save", or sent to the kitchen with "Send". It cannot be removed silently: the POS asks for a refusal reason, and for an operator without the right it asks for a manager PIN.
• The whole check — the "Clear" button takes off every item at once; if any of them is already committed (saved or fired), the POS also requires a refusal reason or a PIN.

All of this applies to an open, not-yet-paid check. If the order is already paid, you do not remove items — you issue a refund; see Returns.

Items come off the selected line: tap it in the cart and use the "minus" button next to the quantity.

Removing a fresh (unsent) item

While an item is not saved and not sent to the kitchen, you can remove it without confirmation:

1. Tap the line in the cart to select it.
2. Press the "minus" button next to the quantity. If the quantity is more than 1, it drops by one; a line with quantity 1 is removed whole.
3. To take a whole line with quantity more than 1 off at once, open edit-quantity and set it to 0 — the line is removed whole.

To remove unsent items, the operator needs the permission to delete unsent items. Without it, the POS will not let the line come off.

Voiding a saved or fired line

Once a line is saved to the check or sent to the kitchen, the POS will not delete it silently — the dish may have started cooking, so a refusal reason is required:

1. Select the line and press "minus" (or remove the whole line).
2. The POS opens a "Void … ?" dialog with the item name.
3. Pick a refusal reason from the ready list: "Customer changed mind", "Wrong order", "Out of stock", "Quality issue", or "Comp / promo". If needed, type your own text in the "Other reason (optional)" field.
4. Tap "Void".

The item is marked voided and dropped from the check total. If it had been sent to the kitchen, a void notice with an "ОТКАЗ" (refusal) banner goes to the kitchen screen or ticket so the kitchen stops cooking it.

Partial refuse of a line with quantity above one

If a line holds several units and you need to refuse only part of it (say, 1 of 3), the POS does not decrement silently — it splits the line:

1. Select a kitchen-fired line with quantity above 1 and press "minus".
2. In the "Void quantity — …" dialog, enter how many units to take off. Any value from 1 up to the current quantity is allowed; outside that range the POS shows "Enter 1–…".
3. Pick a refusal reason the same way as when voiding a whole line, and confirm.

The POS keeps the remaining quantity on the check and adds a separate voided line for the units taken off — so both the order and the refusal stay visible. If the line carries a discount, partial refuse is unavailable: the POS shows "The line has a discount — remove the discount or void the whole line".

Permissions and manager confirmation

Removing and voiding are gated by operator permissions, which the administrator sets in the dashboard:

• The right to remove unsent items.
• The right to remove saved/fired items.
• The right to clear the whole check.

If the operator lacks the needed right, the POS does not block work outright — it asks a senior to confirm. A "Manager authorization required" dialog appears with the note "This action needs elevated permission. Authorize to continue.". The manager enters their Employee PIN (the field hint reads "Enter manager PIN") and authorizes the action. On a wrong code the POS shows "Incorrect — authorization denied".

Clearing the whole check

To take every item off an open check at once, press the "Clear" button:

1. The POS asks "Clear cart?" with the note "Every item in this cart will be removed. This cannot be undone.". Confirm with "Clear".
2. If the check holds at least one committed (saved or fired) item, the POS also opens "Clear check — refusal reason" — pick a reason the same way as when voiding a line. For an operator without the right to clear the whole check, the POS shows the manager authorization dialog and asks for a PIN.

Common problems

• "Не удалось изменить способ оплаты" — the payment type change did not save; retry.
• "Исходная продажа не была фискализирована, изменить способ оплаты нельзя" — the payment type can only be changed on a fiscalized receipt.
• "Недоступно для разделённой оплаты — используйте «Возврат»" — a split-paid receipt cannot change its payment type: make a refund instead.
• "Void … ?" — this is not an error but the usual reason prompt: the line is already saved or sent to the kitchen, so the POS asks for a refusal reason before removing it. Pick a reason and tap "Void".
• "Manager authorization required" — the operator lacks the right for this removal. Call a manager: they enter their PIN in the "Enter manager PIN" field and authorize the action.
• "Incorrect — authorization denied" — a wrong manager PIN was entered, or that operator lacks the needed right. Check the code or contact the administrator.
• "The line has a discount — remove the discount or void the whole line" — partial refuse on a discounted line is not possible. Remove the discount first and then refuse part, or void the whole line.
• "Enter 1–…" — during a partial refuse the quantity entered is larger than what the line holds (or below 1). Enter a number within the allowed range.
• The "Clear" button asks for a reason — the check holds a committed item. This guards against wiping already-committed dishes by mistake: give a refusal reason in the "Clear check — refusal reason" dialog.

FAQ

How does removing differ from voiding?

Removing is for an item that is not yet saved and not yet sent to the kitchen: it disappears at once, leaving no trace. Voiding is for an item that is already committed: the POS keeps it in the history with a refusal reason and an "ОТКАЗ" marker so it is clear what was taken off and why.

The customer refused a dish after payment. How do I take it off?

After payment you do not remove items from the check — you issue a refund. See Returns.

Do I have to give a refusal reason?

For a fresh, not-yet-committed item — no, it comes off at once. For a saved or kitchen-fired line a reason is required: the POS shows a ready list of reasons, and you can type your own in the "Other reason (optional)" field.

The POS asks for a manager PIN on every removal. Is that normal?

It means the current operator lacks the right for that removal. The administrator sets the right in the dashboard. Until the right is granted, each such action is confirmed by a manager with their Employee PIN.

Where do I find the items on a check and reopen the order?

Open checks appear in the order list under the "Open" tab — see Order list. From there you can return to the order and take off unwanted items.