When you void a sale in Lightspeed Retail X-Series (formerly Vend), Wrapped picks up the void automatically. A gift card sold in that sale is adjusted to $0 and marked Disabled, and any amount redeemed from a gift card in that sale is given back to the card. The gift card list still shows the original sale amount as revenue, which is intended. Wrapped doesn't void the gift card or its transactions inside Lightspeed, because that can make a gift card unusable in future.
How Wrapped detects a void
When you void a sale in X-Series (Sell › Sales history, expand the sale, Void), X-Series sends Wrapped an update saying the sale is now voided. Wrapped looks up the sale and, usually within a few minutes:
| On the voided sale | What Wrapped does |
|---|---|
| A gift card was sold | Adds an adjustment that brings the card to $0, marks it Disabled, and sets its balance to $0 in every connected channel. The card's timeline shows "Voided Lightspeed Retail (X-Series) order #…" with the invoice number |
| A gift card was reloaded | Reverses the amount added |
| A gift card was used to pay | Reverses the redemption, so the amount goes back on the card, and syncs the new balance to every channel |
X-Series itself also removes the balance of a gift card sold on a voided sale and re-credits gift card payments on a voided sale, so both systems end up agreeing.
Voids are only processed for sales completed after X-Series was connected to Wrapped, and while the sales channel is turned on.
What you'll see in Wrapped
- Gift cards › All gift cards still shows the card with its original sale amount. That's intended: the sale happened, then was voided. The void is recorded as its own adjustment. See Revenue, voids and discounts in reports.
- The card's status is Disabled and its balance is $0.
- Voided cards don't count toward your monthly gift card allowance. See How the monthly gift card allowance works.
- The Reports pages catch up within about 2 hours.
A customer wants to return a gift card they bought
Gift cards aren't returned like other products. To cancel a gift card sale, void the sale in X-Series, then refund the customer's payment by your usual method. Wrapped handles the gift card as described above.
If you can't void the sale (for example, it also contained other items the customer is keeping), void just the gift card in Wrapped instead: open the card, choose Void gift card from its actions menu, then refund the customer. See Void or delete a gift card.
Processing a return of the Gift Card product in X-Series, instead of voiding the sale, doesn't cancel the card in Wrapped. Void the sale, or void the card in Wrapped.
A customer returns items they paid for with a gift card
Refund the amount onto a gift card with the Refund to gift card payment type. Choose Existing gift card to put it back on the card they paid with, or New gift card to email them a new one. See Refund to a gift card in X-Series.
Common questions
Why doesn't Wrapped void the gift card in Lightspeed too?
Voiding a gift card inside Lightspeed can stop that code from ever being used or reloaded again. Setting the balance to $0 keeps the card record usable if you need to correct a mistake later.
Can I undo a void?
A gift card voided in Wrapped can't be un-voided. If the void was a mistake, give the customer a new gift card: sell one with a new card number in X-Series, or issue one from Wrapped (see Issue a gift card from the dashboard). Don't reuse the voided card's number.
The gift card had been partly spent before the sale was voided.
Wrapped brings the remaining balance to $0. Redemptions made on other sales before the void stay recorded against those sales.
I voided the sale but the card still shows as Active in Wrapped.
Give it a few minutes. If it still hasn't changed, check the sale under Settings › Sales channels › Check orders, or void the card in Wrapped directly. See A gift card wasn't created for an order for how to check what Wrapped did with a sale.