Voiding a transaction

Staff members can void credit card transactions that were processed using the virtual terminal or card swiper payment methods. ACH transactions and transactions that were made using multiple payment methods cannot be voided.

When you void a transaction, the purchase is removed from the customer’s credit card entirely. This means the client is not billed for the transaction. Unlike refunds which can take up to ten days to process, voided transactions will return funds to your client immediately. When a purchase needs to be cancelled immediately, voiding the transaction will likely be your preferred choice.

A transaction can only be voided before the batch it is a part of is processed. The void will be processed right away. For more information, see Transaction batches and refunds.

If you receive an error message when attempting to void a transaction, the batch has already been processed. After the batch has been processed, a refund must be issued to return the funds to the client’s account. A refund may take up to ten days to process. For more information, see Refunding a purchase.

Note A record of the voided transaction will remain on the client’s profile.
Note You can void transactions in Refund Error status as long as the batch the transaction is part of has not been processed.
Note IntegraPay does not support processing voids. If your merchant processor is IntegraPay, you will not be able to void transactions. If you have applied for refund processing, however, you will be able to issue refunds. For more information, see Applying for refunds with IntegraPay.

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To void a transaction from a client’s profile:

  1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
  2. In the list of clients displayed, click the client’s name.
  3. On the side menu, click Account.
  4. On the Account menu, click Transactions.
  5. In the list, find the item you want to void. You may have to browse the list, use the Search option, or filter the list.
  6. Under the ACTION column, click the More button  and select Void Transaction from the list.
  7. At the bottom of the page, click VOID.

To void a transaction from the All Transactions Report:

  1. Click the App Drawer button .
  2. In the App Drawer, click Reports.
  3. On the Reports menu, click Sales.
  4. On the menu or in the list, click All Transactions Details.
  5. In the list, find the item you want to void. You may have to browse the list, use the Search option, or filter the list.
  6. Under the ACTION column, click the More button  and select Void Transaction from the list.
  7. At the bottom of the page, click VOID.
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