How to Void or Refund a Transaction

If you need to cancel a transaction or return funds to a customer, you can do it from the Gateway using either the Credit Cards or Electronic Check menus (depending on how the original payment was processed).

Key difference: Void vs Refund

Void

  • Used when the transaction is still pending settlement (typically same day)
  • Cancels the original transaction before it settles
  • Voids are for the full amount only

Refund

  • Used after a transaction has settled (refund is available even when void is not)
  • Creates a new transaction the customer will see as a credit back
  • Can be full or partial (up to the original amount)

How to void or refund using a Transaction ID

  1. In the Gateway, go to Credit Cards or Electronic Check
  2. Select Void or Refund
  3. Enter the Transaction ID
  4. Click Void or Refund to submit

How to find the Transaction ID (Search)

  1. Open Reports
  2. Click Submit to pull recent transactions (or filter by date/customer)
  3. Click the Transaction ID to open the transaction details
  4. Use the buttons at the top to Void or Refund
    • If the transaction is still pending settlement, Void will be available
    • After settlement, Void disappears and Refund remains available

Partial refunds

When refunding, you can enter any amount up to the original transaction total.
Example: If the customer was charged $30, you can refund $25 as a partial refund.

Video walkthrough

Watch the step-by-step video here: