Sometimes a gift voucher has to go: it was rung through twice, keyed in for the wrong amount, or the buyer has changed their mind and wants their money back. What you do depends on how it was paid for. A voucher you sold over the counter is voided in NomNom. A voucher bought on your voucher page was paid for through Stripe, so any money goes back through Stripe.
Void a voucher you sold in person
Voiding cancels whatever is left on a voucher so it can never be spent. Only an admin can do it.
1. Open Sales. In NomNom Web, click More (the three dots in the top bar), choose Vouchers and click the Sales tab. In the phone app, open the menu, tap Vouchers, then Sales.
2. Find the voucher. Search for the buyer’s name or email. The list starts on this year, so click the dates at the top if it was sold last year.
3. Click it, then click Void voucher. The button sits under the Audit log. It only appears on a voucher sold in person that still has money left on it.
4. Confirm. Void this voucher? tells you how much will be cancelled. Click Void voucher to go ahead, or Keep voucher to leave it as it is.
The voucher now shows as Cancelled with nothing remaining, and its Audit log gains an Adjustment for the amount cancelled. If the guest tries to use it, the Redeem tab tells you it has been cancelled. A void can’t be undone.
In NomNom Web: More → Vouchers → Sales → click the voucher → Void voucher. In the phone app: menu → Vouchers → Sales → tap the voucher → Void voucher.
Giving the money back for an in-person voucher
Voiding doesn’t move any money, because NomNom never took any. If the guest is owed a refund, give it back the way they paid — on your card machine or from the till — and void the voucher so it can’t be spent as well. If some of it has already been spent, voiding only cancels what’s left, so refund just that part.
To put right a wrong amount, void the voucher and sell a new one for the right amount (see Selling gift vouchers in person).
Refunding a voucher bought online
A voucher bought online can’t be voided in NomNom: the buyer paid through your Stripe account, not your till. The refund is made through Stripe, and NomNom picks it up from there:
- A full refund on a voucher nobody has used, in one go or in parts, changes it to Refunded. Nothing is left on it and it can’t be spent.
- A part refund, or any refund on a voucher that’s already been partly spent, is added to the voucher’s Audit log as a Refund, but the voucher itself is left alone. Whatever balance it had can still be spent.
So if you’re giving back what’s left on a partly spent voucher, ask the guest for the code first and take the remaining balance off on the Redeem tab (see Redeeming a gift voucher and spending part of it). That stops it being spent after you’ve refunded it.
Vouchers that cancel themselves
You may also see Cancelled on online vouchers nobody at your venue touched. That happens when a buyer’s card payment fails, or when someone starts buying a voucher and never finishes: it waits as Pending payment and is cancelled automatically after 7 days. No money was taken for either, so there’s nothing to refund.
Good to know
- Only admins can void. The Void voucher button only shows for admins. See What Admin, Standard and Read-only staff can do.
- A used-up voucher can’t be voided. Void voucher only shows while there’s money left; a Fully redeemed voucher has nothing to cancel.
- The guest isn’t told. Voiding doesn’t send an email, so let the guest know yourself.
- What voiding does to your totals. The balance you cancel leaves Outstanding at the top of Sales. Anything already spent on the voucher stays in Sold and Redeemed — see Understanding your voucher sales report.