---
title: "Set up reason codes for custom discounts, refunding and voiding at POS"
slug: "set-up-reason-codes-for-custom-discounts-refunding-and-voiding-at-pos"
description: "Manage custom discounts, refunds, and voids at POS with reason codes for accurate tracking and reporting. Enhance your booking adjustments today!"
updated: 2026-09-22T05:52:06Z
published: 2026-09-22T05:52:06Z
canonical: "mysupport.roller.software/set-up-reason-codes-for-custom-discounts-refunding-and-voiding-at-pos"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://mysupport.roller.software/llms.txt
> Use this file to discover all available pages before exploring further.

# Set up reason codes for custom discounts, refunding and voiding at POS

At POS, when you apply a custom discount, refund an item or void an item from a booking, you can apply a reason code for these actions, giving you an accurate, auditable record of why something has been removed from a booking, or an operator has applied a custom discount.

Reason codes work alongside custom discounts, voiding and refunds. Voiding is for cases where an item's already been added to a booking or tab but never actually goes to the guest. Operators can write it off with a reason, rather than just canceling the sale or letting it silently return to inventory.

When operators apply a custom discount, void or refund an item, they select a reason for the action. For voiding and refunding stock items, they then choose whether to return the item to inventory (the default) or void it. Voided and refunded stock items are tracked in your stock movement report as a new line item.

## Create reason codes

To set up reason codes, follow the steps below.

1. From Venue Manager, go to **Settings** > **Account** > **Venue settings**.
2. Select **Unlock to make changes**.
3. Under **Bookings & enquiries**, check the box **Require reason code for booking adjustments**.
4. Create your reason codes by selecting **+ Add reason code** next to **Refund**, **Custom discount** and **Void** (Premium plan and above).
5. Select **Save**.

[Set up reason codes for custom discounts, refunding and voiding at POS](https://app.supademo.com/embed/cmu50joa4299kqm3bqmxio6d1?embed_v=2&utm_source=embed)

> [!CAUTION]
> **Premium+ feature**
> 
> Have an accurate and auditable record of why items have been voided, with reason codes. To unlock this feature with a Premium plan and above, contact your customer success manager or the [support team](/v1/docs/contact-roller-support).
> 
> [Learn more](https://www.roller.software/pricing)

## Edit or delete reason codes

To edit or delete reason codes, follow the steps below.

1. From Venue Manager, go to **Settings** > **Account** > **Venue settings**.
2. Select **Unlock to make changes** and scroll to section **Bookings & enquiries**.
3. To edit a reason code, select the reason code and make your changes.
4. To delete a reason code, select the **delete icon (bin)** next to the reason code.
5. Select **Save**.

## Apply reason codes at POS

To apply a reason code to a custom discount, refund or void, follow the steps below.

### Custom discount

1. From POS, after adding items to the cart, select **Discount**.
2. Select **Custom** (available on Pro plans and above).
3. Choose **$** or **%**. Enter the dollar or percentage discount amount, then **Apply**.
4. From the dropdown, select the **reason for the custom discount**.
5. Select **Apply**.

The custom discount is then applied to the booking.

[Apply reason codes to custom discounts at POS](https://app.supademo.com/embed/cmu50zx9w29kmqm3ban6nzrpa?embed_v=2&utm_source=embed)

> [!NOTE]
> To learn more about adding a discount to a booking at POS, see the guide [Sell items and redeem discounts and memberships at POS](https://mysupport.roller.software/docs/sell-items-and-redeem-discounts-and-memberships-at-pos#h_e002f2f1-1d14-4a1f-98cf-f534e648d5a4).

### Refund

1. From POS, search for the booking by booking name or booking ID, then select it from the results.
2. Select **Refund** at the bottom of the screen.
3. Choose the refund method (eg cash, card, gift card or wallet).
4. Enter a custom amount to refund, or select one of these options: **Total**, **Individual tickets** or **Individual tips**.
5. You can also choose to cancel the booking once the refund is processed by checking the box.
6. Select **Continue**.
7. From the dropdown, select the **reason for the refund**.
8. For stock items, deselect **Return stock items to inventory** if you don't want to return the selected item to your inventory. Otherwise, this stays selected by default.
9. Select **Refund**.

[Add a reason code to a refund at POS.](https://app.supademo.com/embed/cmu54nv3b2dbxqm3bgu1sgvx6?embed_v=2&utm_source=embed)

> [!NOTE]
> To learn more about refunding at POS, see the guide [Refund bookings from POS](https://mysupport.roller.software/docs/refund-bookings-from-pos).

### Void (Premium plan and above)

1. From POS, search for the booking by booking name or booking ID, then select it from the results.
2. Select the checkbox next to the item/s you want to void.
3. Then, select the **options menu (3 dots)** at the top of the booking screen and select **Remove item**.
4. For stock items, deselect **Return stock items to inventory** if you don't want to return the selected item to your inventory. Otherwise, this stays selected by default.
5. Select a Void reason from the dropdown.
6. Select **Void** to complete the action.

[Void stock items when removing or refunding them at POS](https://app.supademo.com/embed/cmtus9eoh0ghmqme4xlt19u2y?embed_v=2&utm_source=embed)

Or, you can follow the steps below.

1. From POS, search for the booking by booking name or booking ID, then select it from the results.
2. Select **Edit items** from the left-side panel.
3. From the right of the screen, select the item you want to void. Either reduce the quantity in the booking, or select the **delete icon (bin)**.
4. Select **Update**.
5. For stock items, deselect **Return stock items to inventory** if you don't want to return the selected item to your inventory. Otherwise, this stays selected by default.
6. Select a Void reason from the dropdown.
7. Select **Void** to complete the action.

> [!NOTE]
> To learn more about editing a booking at POS, see the guide [Adjust items in existing bookings at POS](https://mysupport.roller.software/docs/adjust-items-in-existing-bookings-at-pos).

## Reporting

Refunds and voids for stock are captured in the stock movement report as a separate line item. The stock movement report gives you a dedicated view of stock lost to spoilage, breakage, staff comps and expiry, so you can see what's being wasted, why, and how much it's costing your venue.

![Stock movement report showing expired items and total costs for various products.](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/CleanShot 2026-09-10 at 10.48.59@2x(1).png)

> [!NOTE]
> To learn more about the stock movement report, see the guide [Stock movement report](/v1/docs/stock-movement-report).

## Related

- [Refund bookings from POS](/refund-bookings-from-pos.md)
- [Adjust items in existing bookings at POS](/adjust-items-in-existing-bookings-at-pos.md)
- [Sell items and redeem discounts and memberships at POS](/sell-items-and-redeem-discounts-and-memberships-at-pos.md)
- [Stock movement report](/stock-movement-report.md)
- [Require manager PIN approval for POS actions](/set-up-manager-approval-for-pos-actions.md)