View, Reprint, and Void Completed Tickets on Handheld

Description: Learn how to view, reprint, and void payments on completed tickets directly from Handheld, without returning to a fixed Workstation.

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Availability: United States, Canada

Note: This feature is currently available only for Pilot users.

Overview

The Completed Tickets view on Handheld gives servers and managers the same post-payment capabilities available on Shift4 Dine. You can view today's closed tickets, reprint receipts, and void payments to reopen a ticket for correction, all without leaving the floor.

For detailed explanations of ticket behavior and payment status indicators on the fixed terminal, visit the Completed Tickets article.

Accessing Completed Tickets

From the Orders screen on Handheld, you'll see two tabs at the top: Open and Completed. The Open tab shows tickets that still need payment or attention; the Completed tab shows today's closed and paid tickets.

• Tap Completed to switch views.
• Today's closed tickets appear as cards, each showing the order type (Bar, Dine In, Pickup, etc.), order number, total amount, payment status, and the time the ticket was closed. 
• The green cash icon (or corresponding tender icon) on a ticket card indicates how the ticket was paid.
  

Note: Only tickets from the current business day are displayed. Extended history and date filtering are planned for a future release.

Viewing Ticket Details

Tap any completed ticket card to open the ticket detail view. The detail view has two tabs:

• Ticket tab: Shows the itemized breakdown of the order, including:
  • Items ordered, with the time each was sent
  • Discounts applied (e.g., 20% off Non-Alcohol Items)
  • Subtotal, Tax, Discount, and Paid amounts
  • Grand Total
    
• Payments tab: Shows each payment recorded against the ticket, including:
  • Payment method (Cash, Credit, Gift Card, etc.)
  • Last four digits for credit card payments
  • Amount
  • Status (Paid or Voided)

The number badge on the Payments tab shows how many payment records exist on the ticket.

Reprinting a Receipt

From either tab in the ticket detail view:

1. Tap Print at the bottom of the screen.
2. For credit payments, you'll be prompted to select one of three receipt options:
   • Itemized Receipt: Full order detail
   • Merchant Slip: Signature copy
   • Customer Slip: Guest copy

The receipt is sent to your configured station or local printer through the same routing used on the Workstation. For cash and other non-credit tenders, tapping "Print" sends the receipt directly to the configured printer without the three-option prompt.

Voiding a Payment

If a payment was recorded incorrectly and the batch has not yet settled, you can void the payment from Handheld to reopen the ticket for correction:

1. Open the completed ticket and go to the Payments tab.
2. Tap the payment you want to void.
3. Confirm the void.

The payment status changes to Voided (shown with a red dot). The ticket automatically reopens and becomes available under the Open tab for correction.

Notes:

• Voiding is only available pre-settlement. Once the daily batch closes, payments on completed tickets can no longer be voided from Handheld. Refer to your manager for post-settlement corrections.
• If a ticket has multiple payments, you can void them individually.
• Voiding a payment on a completed ticket follows the same rules and behavior as voiding on the Workstation.

Refunds

The Completed Tickets view on Handheld displays refund status for reference (so you know if a ticket has already been refunded), but refunds cannot be initiated from Handheld at this time. To process a refund, use the Workstation.

Permissions

Access to the Completed Tickets view on Handheld is governed by the same View Completed Tickets employee role permission used on Workstation. Staff who can access Completed Tickets on the fixed terminal will see the Completed tab on Handheld; staff without this permission will not.

To update an employee's permissions, visit the Employee Roles and Permissions article.

Troubleshooting

I don't see the Completed tab on my Handheld.

• Verify that your location has the Completed Tickets on Handheld feature enabled. During the beta period, this is rolling out progressively. Contact Shift4 Support if you expected access and don't see the tab.
• Confirm that your employee role has the View Completed Tickets permission enabled.

Reprint isn't producing a receipt.

• Confirm that a station or local printer is configured and online.
• Try printing from the Workstation to isolate whether the issue is the printer configuration or the Handheld reprint path.

The Void button isn't appearing on a payment.

• Check whether the daily batch has already settled — post-settlement payments can't be voided from Handheld.