Void a transaction
Cancel a transaction that hasn't settled yet, straight from its details.
Before you start
- Your role needs the Refund/Void permission. Only users with this permission see the Void Transaction button.
- A void cancels a transaction that has not settled yet. Once it has settled, you refund it instead.
- You need to be in the account the transaction belongs to. See Switch between accounts.
01Sign in and choose the account
Sign in to the portal
Sign in with Google, Microsoft, or your registered email and password. See Log in and reset your password.
Check the Accessing box
At the bottom of the left navigation sidebar, the box labeled Accessing shows the partner or merchant you're working in. If it isn't the account the transaction belongs to, select the box and choose the right one.
02Find the transaction
Open Payment History
In the left navigation sidebar, open Payments and select Payment History. Every transaction for the account is listed with its type, amount, status, account holder, payment method, created date, and DBA.
Narrow the list
Use the search bar or the filter button next to it:
- Search finds a transaction by the customer's name, the last four digits of the card, the auth code, or the transaction ID.
- The filter button opens Filter by, where you can narrow the list by category (Sale, Authorization, Refund, Failed), payment method, transaction type, instrument, and the date it was processed.
- Transaction Details Report exports the list if you need to work through it outside the portal.
See the lifecycle at a glance
Select the arrow at the left of a row to expand it. The Transaction Lifecycle panel lists each event on the transaction, such as Authorize and Capture, with its amount, status, and time stamp, and the final outcome. Select the arrow again to close it.
Open the transaction
In the Actions column, select the arrow at the end of the row. The Transaction Details screen opens.
03Check it's the right one
Voiding is permanent, so confirm the transaction before you go on.
Read the summary panel
The panel on the left shows the Transaction ID, the type and status (for example Sale and Captured), Amount, Payment method, Account Holder, and Created date.
Review the tabs
Select each tab in turn to confirm the details:
- Customers shows the customer's name, address, phone, and ZIP code.
- Transactions shows the IDs, references, channel, and response codes for the transaction.
- Payment Details shows the card or account details and the fee breakdown.
- Transaction Lifecycle shows each event on the transaction, from authorization to capture, with its time stamp.
04Void the transaction
Select Void Transaction
Select Void Transaction in the top right corner of the Transaction Details screen. The Void Transaction dialog opens with a reminder that the action is permanent.
Enter the amount and confirm
The Amount field shows the transaction amount. Check it, then select Void Transaction to confirm. Select Cancel or the X to keep the transaction.
Key terms
- Void
- Canceling a transaction before it settles, so it is never captured.
- Captured
- The status of a sale that has been authorized and captured but not yet settled.
- Refund/Void permission
- The role permission that lets a user void or refund transactions.
Related guides
Your Partner Relationship Manager and our support team can talk it through with you.