Voiding a transaction allows you to cancel a payment before it completes settlement. This guide explains what a void is, why you might need to perform one, and how to void a transaction through your Merchant Portal.
What Is a Void?
A void is a way to cancel a transaction that has not yet been settled (finalized with the customer’s bank). When a transaction is voided:
- The funds will not be captured or moved from the customer’s account.
- The transaction will no longer be visible on the customer’s statement as a charge (though a pending authorization may still show temporarily).
- You cannot void a transaction once it has settled — in that case, you must issue a refund instead.
Important: Voids apply to the entire transaction amount. Partial voids are not supported.
Why Would You Void a Transaction?
You may want or need to void a transaction for several common reasons:
- Customer request: The customer changed their mind or requested a cancellation immediately after the sale.
- Duplicate charge: You accidentally charged the same amount more than once.
- Incorrect amount: You entered the wrong total during checkout.
- Fraud concern: You suspect the transaction may not be authorized by the actual cardholder.
- Inventory issues: The item is out of stock and you cannot fulfill the order.
Voiding is only possible if the transaction has not yet been settled. Once settlement occurs (typically at the end of the business day or per your settlement schedule), the transaction must be refunded instead.
How to Void a Transaction in the Merchant Portal
Follow these steps to void a transaction before settlement:
Step-by-Step Instructions
- Log in to your Merchant Portal.
- In the left-hand navigation menu, click on Credit Cards.
- Select the transaction type Void.
- Enter the Transaction ID of the sale or authorization you want to void.
- Click Void to cancel the transaction.
Once completed, a confirmation screen labeled Transaction Successfully Cancelled will appear. From this screen, you can choose to print or email a receipt for your records.
Alternative Method: Void from the Transaction Search
You can also void a transaction directly from the transaction's detail page:
- Go to the Reporting section in your Merchant Portal.
- Under the Transaction Search section, search for the specific transaction using filters (such as date, amount, or card number) and click Submit.
- Click on the transaction ID to open transaction details.
- If the transaction is still pending settlement, click Void to cancel it.
What Happens After a Void?
After voiding a transaction:
- The customer’s bank may still show a pending authorization temporarily, but it will disappear shortly.
- The transaction will not post to the customer’s statement.
- The transaction will appear with a status of Canceled in your transaction search records.
Understanding Error Messages When Voiding
If you're unable to void a transaction, you may see one of the following messages:
❌ Error: Pending settlement transactions cannot be voided after settlement cutoff. REFID: 1234567890
- Meaning: The transaction has passed your account's daily settlement cutoff time.
- Action: The transaction has likely already been sent for settlement. You must issue a refund instead.
❌ Error: Only transactions pending settlement can be voided. REFID:1382041266
- Meaning: The transaction was already voided earlier.
- Action: To confirm, go to Reporting → Transaction Search, search for the transaction, and check the status. If it says Canceled, the void was already processed.
Tips for Successful Voids
- Perform voids as soon as possible after discovering the need to cancel.
- Review your settlement schedule to understand when your daily cutoff time occurs.
- Train staff to double-check transaction details before finalizing charges to reduce void and refund needs.
Need Help?
If you experience issues or are unsure whether a transaction can be voided, please contact your Merchant Service Provider directly for assistance. Be ready to provide the Transaction ID and relevant customer details to expedite the process.