Manage cancellation reasons

What were the reasons for cancellation?

According to the German Cash Register Security Ordinance (KassenSichV), every cancellation must be accompanied by a reason so that the tax office can understand why a previously booked item was cancelled. Servire forces you to select a reason from your predefined list when cancelling in the POS app—no free text input.

Standard reasons at every restaurant

For each new restaurant, Servire sets up five standard cancellation reasons that cover typical cases:

• Other Complaint — generic fallback

• Goods Not OK — Food returned, complaint

• Breakage — Glass broken, dish damaged

• Reorder — Guest changed their mind

• Incorrect Entry — Employee made an incorrect entry

Add your own reasons for cancellation

Open Settings → Restaurant → Cancellation Reasons and tap the + symbol. You only need to enter a name and decide whether the reason is active.

Sort order

You can sort the reasons in the overview using drag & drop. The order determines how the list appears in the POS app when canceling — frequently used reasons at the top for faster service.

Edit or disable

You can rename, deactivate, or delete a reason via the three-dot menu to the right of it. Deactivated reasons remain visible in old bookings (booking audit) but no longer appear in new cancellations.