Order Modifications
Void, substitute, and update items after an order has been placed
In a perfect world, every order would be correct the first time. In reality, guests change their minds, kitchens discover they are out of an ingredient, allergies surface mid-meal, and mistakes happen. Veridien provides three tools for modifying orders after they have been sent to the kitchen: voiding, substituting, and changing modifiers. Each serves a different purpose and leaves a different audit trail.
Understanding when to use each type of modification —and the permissions required —prevents confusion, keeps your financial records accurate, and ensures the kitchen receives clear instructions about what has changed.
Voiding items
A void removes an item from an order entirely. The item disappears from the bill as if it were never ordered. Use voids when an item was entered by mistake, the guest cancels before the kitchen starts preparing it, or a duplicate was accidentally added.
Steps to void an item
Open the table's order on the Floor Plan by tapping the occupied table.
Find the item you need to void in the order summary. Tap the item to select it.
Tap Void Item. A confirmation dialog appears asking for a Void Reason. Select from the predefined reasons (Customer changed mind, Kitchen error, Wrong item, Quality issue, Other) or enter a custom reason.
If the item has already been sent to the kitchen, the KDS receives a void notification. The ticket updates to show the item crossed out with a "VOID" label, alerting the kitchen to stop preparation if they have not already finished it.
Confirm the void. The item is removed from the order total, and a void record is logged for reporting and auditing.
Admin: void permissions
Voiding items is a sensitive action because it reduces revenue. By default, only users with the Manager or Admin role can void items. If your servers need void access, an administrator can grant the Void Items permission in Administration > Roles & Permissions. Even with permission, every void is logged with the user's name, timestamp, item details, and reason —making it easy to audit void patterns and identify potential misuse during end-of-day reporting.
Substituting items
A substitution replaces one item with another. The original item is removed and the new item takes its place. Use substitutions when the kitchen is out of an ingredient and offers an alternative, or when a guest wants to change their order to a different dish entirely.
Steps to substitute an item
Tap Substitute. The menu appears, allowing you to select the replacement item.
Choose the new item and configure any modifiers. The system removes the original item and adds the replacement in its place, keeping the same course and seat number assignments.
If the original item was already sent to the kitchen, the KDS receives both a void notification for the old item and a new order notification for the replacement. The kitchen sees a clear message: "VOID: Grilled Salmon" followed by "NEW: Pan-Seared Sea Bass" on the same ticket.
Confirm the substitution. The order total updates to reflect the new item's price.
If the replacement item has a different price than the original, the bill adjusts automatically. The guest is charged for what they actually receive, not what they originally ordered.
Changing modifiers
Sometimes the dish is right but the details are wrong. The guest wanted medium rare, not medium. They asked for no onions, but onions were not removed. Changing modifiers lets you update the preparation instructions without voiding and re-adding the entire item.
Steps to change a modifier
Open the table's order and select the item whose modifiers need updating.
Tap Edit Modifiers. The modifier selection panel reopens with the current selections highlighted.
Change the modifier selections as needed. Remove "Medium" and select "Medium Rare." Add "No Onions." Adjust the size from regular to large.
Confirm the changes. If the item has already been sent to the kitchen, the KDS updates the ticket with the revised modifiers. Changed modifiers appear highlighted on the KDS so the kitchen notices the update immediately.
If the modifier change affects pricing (changing from a regular to a large coffee, for example), the order total updates to reflect the new price.
Timing matters
Modifier changes are most effective when caught early. If the kitchen has already plated the dish, changing the modifier in the system does not undo the preparation. Communicate directly with the kitchen for items that are already in progress, then update the system to keep the record accurate. For items that have not started preparation, the KDS update alone is sufficient.
Audit trail
Every modification —void, substitution, or modifier change —is logged in the order's history. The log captures:
- Who made the change (the user's name and role).
- What was changed (the specific item and modification type).
- When the change occurred (timestamp).
- Why the change was made (the reason selected or entered).
Managers can access the order history by opening a table's order and scrolling to the History tab. For aggregate reporting, the Modifications Report in Analytics shows totals by type, reason, user, and time period. This data helps you identify patterns —if voids spike on certain shifts, it may indicate a training issue.
Scenario: shellfish allergy requiring a mid-preparation swap
A four-top at table 6 is halfway through their starters when Seat 2 flags the server. They have just realized the risotto they ordered (course 2, not yet fired) contains shrimp, and they have a severe shellfish allergy. The starter they are eating is fine —it is the upcoming main that is the problem.
Step 1: Identify the item. The server opens table 6's order and finds the risotto assigned to Seat 2, Course 2. It has not been fired to the kitchen yet, so no preparation has started.
Step 2: Substitute the item. The server taps the risotto and selects Substitute. The guest chooses the mushroom pasta instead. The server selects it from the menu, confirms the modifiers (no changes needed), and the substitution is saved. The risotto is removed and the mushroom pasta takes its place at Seat 2, Course 2.
Step 3: Add an allergy note. The server taps the mushroom pasta and adds a note: "SHELLFISH ALLERGY —no cross-contamination." This note will appear prominently on the KDS ticket when course 2 is fired.
Step 4: Communicate with the kitchen. Even though the system handles the substitution cleanly, the server walks to the pass and verbally informs the expediter about the allergy. In a professional kitchen, allergies are always communicated both digitally and verbally.
Step 5: Proceed with service. When the table finishes their starters, the server fires course 2. The KDS shows the mushroom pasta for Seat 2 with the allergy note highlighted. The kitchen prepares it on a clean station with clean utensils. The dish goes out safely.
After service. The order history for table 6 shows the substitution: risotto voided (reason: Allergy), mushroom pasta added. The original risotto does not appear on the bill. The mushroom pasta is charged at its menu price. The allergy note is preserved in the record.
The modification tools ensured that the allergy was handled quickly, the kitchen received accurate information, and the billing reflected what the guest actually received. No manual price adjustments, no handwritten notes, no ambiguity.