Delete an order, close an order at zero and why the POS will not let me close the bill

Applies to Invu POS 6.10.6 on iPad, Android and Windows. Labels are shown as they appear when the POS and the Admin Panel are in English (permission names come from the panel). If the sale is already closed, it is not deleted: issue a credit note (see "Issue a credit note (refund) for a closed sale").

Most important:

• An open order is deleted from the order list or from the table, with the Delete Order permission. If it is empty, Allow Deleting an Empty Order is enough.
• An order at 0 (for example, with a 100% discount) is closed as usual: Pay Order > Close Invoice, without adding payments. An empty order (no items) cannot be charged: delete it.
• The order only closes when it is paid in full. Items not yet sent to the kitchen do not prevent closing.

1. Delete an open order

From the order list:

1. In the Open tab, press and hold the order. It opens in a window.
2. Tap the Invu logo in that window. The Options menu opens.
3. Tap Delete and enter the PIN of an employee with permission, if asked.
4. If the order has items, type the reason in "Specify the reason for deleting the order" and confirm.

From the floor plan:

1. Press and hold the occupied table. If it has several orders, pick one.
2. In Order Actions, tap Delete (the other options are Open and Show) and follow the same steps.

Keep in mind:

• Inside the order, the Options menu does not show Delete. Use the list or the table.
• If the order is split and one of its accounts was already charged, the order can no longer be deleted. See section 4.
• If there is no internet at that moment, you see "Deletion pending. It will complete when the connection returns.". Do not delete it again: it finishes by itself when the connection returns.
• The deleted order is recorded with the reason and the employee who approved it, in the deleted orders report in the panel (see "Reportes: Órdenes Eliminadas").

2. Empty order: deleted on exit

If you open an order and leave without adding anything, the POS asks "Sure Do you want to delete order?" ("This action cannot be reversed."). Tap Yes and the empty order disappears.

• The question only appears if the logged-in employee has Allow Deleting an Empty Order or Delete Order. Without either, the empty order stays open and must be deleted as in section 1, with a manager's PIN.
• If you tap Pay Order on an empty order, you see "Order cannot be empty". Delete it.

3. Remove an item from the order

1. Tap the item in the order and choose Remove.
2. Enter the PIN if asked and confirm "Are you sure to delete the item?".
3. If the item was already sent to the kitchen, or the pre-check was already printed, type the reason. The kitchen gets a void ticket for the item.

The permission it asks for depends on the moment:

If the product was thrown away (for example, a dish that fell), use Waste instead of Remove, so it is recorded as waste.

4. Close an order or an account at zero

1. Check that the order or account has items and that the total is 0.00.
2. Tap Pay Order and then Close Invoice, without adding payments.

Split order with accounts at zero. Once one account is charged, the order cannot be deleted and the table stays occupied until the rest are closed:

• Tap the account at zero (it turns blue), tap Pay Order and Close Invoice. Repeat with each pending account. The table is freed when the last one closes.
• If an open account was left empty, you can also merge it into another open account with Join open accounts (see "Split the bill on the POS - equally, by items or by diner, and charge each account").

An order at 0 is normally not sent to the fiscal printer or to electronic invoicing. If your business also needs a fiscal document for sales with a 100% discount, ask support.

Venezuela: an order or account at 0, or with an item at 0 or with a 100% discount, cannot be closed ("Order with items in zero or 100% discount cannot close"). Remove that item or the discount. If nothing was charged, delete the order. An order with items already sent to the kitchen cannot be deleted either ("Order can't delete. Items sent to kitchen").

5. The POS will not let me close the bill: causes and fixes

• "Can't close order until that it was paid in its totality". There is a balance left. Check the total and the payments, and add the missing payment. If a payment is wrong, delete it (Delete Payments permission) and charge again. See "Payment types and card terminals - set them up, charge, void a payment and run the batch settlement".
• "Customer required" / "Select a customer before closing the order." Your business has Mandatory Customer turned on. Add a customer to the order.
• Pay Order does not appear (Pre-check shows instead). The employee does not have Allow Viewing iPad Payment Button. It also happens if Block cash register by order opening clerk is on and another employee opened the cash register.
• The PIN screen shakes when charging. Allow Applying Payment Methods is missing.
• Some items were not sent to the kitchen. They do not block closing. If the cash register has Command when closing?, pending items go to the kitchen on close.
• "Orden Open in other device". Another device has the order. Close it there, or tap Yes and use a manager's PIN.
• "The order is already closed" or "The order is already closed and could not be deleted". Another device already closed it. Look for it under Closed. To give money back, use a credit note.
• "The order now has items on the server and could not be deleted." Another device added items. Run Update Data, open the order and check it before deleting.

Permissions are assigned in the panel under Settings > Users and Roles > POS Roles. Then run Update Data on each device (see "Users, employees and POS Roles - access, PINs and permissions").

6. When to contact support

Write to us if the order still will not close or delete after checking the above. Send:

• the order number and, if it is split, the account number;
• a photo of the message;
• the POS version (tap the Invu logo once and look at the menu title);
• the name of the employee who tried to close or delete it.