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In-Store: Void and Comp

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Written by EPOS Support

Overview

Comp (short for complimentary) and Void are essential functions for managing order adjustments, correcting errors, and ensuring customer satisfaction in a "Pay Later" service model. While both can remove charges, they serve distinct operational and financial purposes.

Key Difference:

  • Void: Cancels an item before it is prepared. It removes the item from the order and the final bill as if it was never added. Use this for mistakes caught early.

  • Comp: Discounts an item or order after it has been prepared or served. The item remains on the bill as a $0 (or discounted) line item. Use this for customer service recovery, approved giveaways, or errors discovered after preparation.

Important: Void and Comp functions are only applicable for items sent to the kitchen under the "Pay Later" mode.

Real-World Scenarios

When to Use VOID:

A server accidentally adds 'Roast Chicken' instead of 'Fried Chicken' and realizes the mistake immediately after sending the order to the kitchen. If the kitchen hasn't started preparation, the server voids the incorrect item and adds the correct one.

  • Action: Void the 'Roast Chicken', then add 'Fried Chicken'.

  • Result: The customer is only charged for the 'Fried Chicken'. Inventory for 'Roast Chicken' is preserved.

When to Use COMP:

The same mistake isn't caught until after the 'Roast Chicken' has been cooked and served. To resolve the issue, the server comps the incorrect item (making it free) and may also comp the replacement 'Fried Chicken' as an apology for the wait.

  • Action: Comp the 'Roast Chicken'. Optionally, add and comp the 'Fried Chicken'.

  • Result: The bill shows both items with a 100% comp, documenting the service recovery. Inventory for both items is deducted.

Who is this guide for?

  • Front-of-House Staff (Servers, Cashiers, Bartenders) correcting order errors.

  • Managers & Supervisors authorizing complimentary items for customer service.

  • Store Owners understanding adjustment reporting.

Before You Begin

  • Permissions: Your user role must have permissions to apply Voids and/or Comps. Managers typically have full access; standard staff may require manager authorization.

  • Locate the Order: Voids and Comps are applied to active, unpaid tickets. Start from the Sales screen to find the order.

How to Void an Item

Purpose: To completely cancel and remove an item from an order before it is prepared.

  1. Locate & Edit the Order

    1. From the main Sales screen, find and tap the specific order.

    2. On the order details screen, tap Edit to reopen it on the Sell screen.

  2. Access the Item Cart

    1. Tap the order summary bar at the bottom of the Sell screen to expand the cart.

  3. Apply the Void

    1. Tap directly on the item name you need to void.

    2. In the item options pop-up, tap the Void button.

    3. Alternatively, swipe left on the item in the cart and tap Void.

  4. Authorization & Confirmation

    1. If you have permission: The void applies immediately.

    2. If you need authorization: Select an authorized manager account and enter their security PIN when prompted.

    3. Visual Confirmation: Successfully voided items appear with a strikethrough in the cart.

    4. Kitchen Notification: If enabled, a void slip is automatically sent to the kitchen to stop preparation.

How to apply comp on items

Purpose: To apply a full or partial discount to a specific item, often after it has been served.

  1. Locate & Edit the Order

    1. From the main Sales screen, find and tap the specific order.

    2. On the order details screen, tap Edit to reopen it on the Sell screen.

  2. Access the Item Cart

    1. Tap the order summary bar at the bottom of the Sell screen to expand the cart.

  3. Initiate the Comp

    1. Tap directly on the item name you need to void.

    2. In the item options pop-up, tap the Comp button.

    3. Alternatively, swipe left on the item in the cart and tap Comp.

  4. Select Comp Type & Amount

    1. Option A: Preset Comp

      1. Browse and select a predefined comp (e.g., "100% - Manager Complimentary").

    2. Option B: Manual Comp

      1. Tap Custom.

      2. Choose format:

        1. Percentage: Enter a percentage (e.g., 50 for 50% off the item price).

        2. Fixed Amount: Enter a dollar amount to deduct (e.g., 5.00).

      3. Review the calculated discount.

      4. Select a Reason

  5. Select a Reason

    1. Choose a preset reason (e.g., "Customer Complaint," "Kitchen Error") or tap Custom to enter a specific note.

  6. Authorization & Confirmation

    1. If you have permission: The comp applies immediately.

    2. If you need authorization: Select a manager account and enter their security PIN.

    3. The item price in the cart will update to show the discounted total.

How to Comp an Entire Order

Purpose: To apply a blanket discount to the entire bill.

  1. Locate & Edit the Order

    1. From the main Sales screen, find and tap the specific order.

    2. On the order details screen, tap Edit to reopen it on the Sell screen.

  2. Access the Item Cart

    1. Tap the order summary bar at the bottom of the Sell screen to expand the cart.

  3. Apply Order Comp

    1. From the actions menu, tap Comp.

  4. Select Comp Type & Amount

    1. Follow the same steps as "Select Comp Type & Amount" in the item comp section (choose a Preset or Custom percentage/fixed amount). The discount will be calculated against the order subtotal.

  5. Select a Reason

    1. Choose a preset reason (e.g., "Customer Complaint," "Kitchen Error") or tap Custom to enter a specific note.

  6. Authorization & Confirmation

    1. If you have permission: The comp applies immediately.

    2. If you need authorization: Select a manager account and enter their security PIN.

    3. The item price in the cart will update to show the comp total.

⚠️ Critical System Restriction:An order-level comp CANNOT be applied if any individual item within the cart has already been comped. This prevents double-discounting and calculation errors. To apply an order comp, you must first remove any existing item-level comps.

Best Practices

• Use Void for corrections before preparation.
• Use Comp for corrections or courtesy adjustments after preparation.
• Always verify permissions before applying Void or Comp.
• Document reasons for Void and Comp to maintain accurate reporting.
• Avoid combining item-level and order-level comps to prevent conflicts.

Troubleshooting

  1. Void not applying

    1. Check if item has already been prepared in the kitchen

    2. Verify user permissions
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  2. Comp not applying

    1. Confirm item was sent to kitchen under Pay Later mode

    2. Check user permissions and authorization PIN

  3. Order-level comp restricted

    1. Remove any individually comped items before applying order-level comp

Recommendations

• Train staff on the distinction between Void and Comp• Apply Void immediately for efficiency
• Use Comp thoughtfully to maintain profitability and customer satisfaction
• Review Void and Comp reports regularly for operational insights

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