Refund, void, and force are different actions on an existing transaction. Use only the action the transaction offers.
Who can use this. Open the transaction from Transaction History. You need access to that business.
Before you start. Read the status first. Have the transaction id. Do not start from the customer's screenshot alone.
Steps
- Open Report, Transaction History, and open the row.
- If the status is voided, it was already voided. Do not void it again.
- If the batch is still open and the response is AA, the row can be voided. Void cancels that approval before settlement.
- If the row is no longer voidable, response is AA, a card is stored, and it is not a pre-auth, Refund can return some or all of the remaining amount. The business wallet must be able to cover the refund.
- If the type is Pre-Auth and no force exists yet, Force captures it. Force is not a refund.
- For a return you are keying without the original row, Virtual Terminal has the type Return. Prefer the original row when it is in the list.
| What you see | Meaning | What happens next |
|---|---|---|
| Void | Sends a void while the batch is OPEN. | On approval of the void, the sale is marked voided. |
| Refund | Sends a return against the stored card. | Creates a refund transaction linked to the original. |
| Amount left to refund | The remaining refundable amount on the detail. | You cannot refund more than that in this flow. |
| Force | Captures a pre-auth. | The result is a capture, not a reversal. |
| Cancel a refund | No cancel-refund action is on this screen. | Do not expect a void to undo a refund after the batch has closed. |
After you save or submit. A successful refund can email the customer. A void receipt can be emailed from the transaction when you use that send action. The transaction status is the proof, not the email.
Example. Example only: Example Cafe has an APPROVAL for 42.00 in an open batch. Cafe uses Void. The row becomes voided. A different fictional APPROVAL from a closed batch uses Refund for 10.00. Transaction History shows a refund row. Cafe does not also void that second sale.
Troubleshooting
- Refund is missing. The payment may still be voidable, it may be a pre-auth, the card may not be stored, the code may not be AA, or the wallet cannot cover it.
- You voided the wrong business. Switch business and find the row again. A void in the wrong business will not match.
- The customer asked to cancel a refund. This screen cannot cancel it. Contact support with the transaction id if the refund was a mistake.
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