If a transaction has not settled, the transaction must be voided.
A transaction can only be refunded if it has settled.

A void nullifies or cancels a transaction. If a batch has not been closed or settled, a transaction can be
voided.

  1. To void a transaction, click ‘Transactions’ on the side menu bar. A drop down menu will appear,
    click on ‘Refund’. Once you’ve clicked ‘Refund’ you will be taken to a page where you can see your Recent Transactions.
  2. Click of the transaction you want to void. A pop up window will appear to confirm the void with the transaction number.
  3. Check the ‘Release funds immediately’ box to return the funds to the customer as soon as possible then click.
    • *Note: The ‘Release Funds Immediately’ box will be available depending on your processor.
  4. A pop up window will appear with one of the three responses: ‘Transaction Approved’, ‘Transaction Declined’, and ‘Error’
If you are unable to find the transaction from entering the transaction number, cardholder’s name,
authorization code, you may issue an open refund.

  1. Click on the ‘Open Refund’ link below the ‘Search Transactions’ field. You will be taken to the Open Refund page.
  2. Enter the amount of the refund, the customer’s credit card number and the card’s expiration date.
    • The Cardholder Name, Tax Amount, AVS, Street, AVS Zip Code, and the CVV are all optional entries.
    • To swipe the customer’s credit card, click .
    • To email the receipt to your customer, enter the customer’s email in the ‘Customer Email’ field.
    • To send a report of the transaction to your own email, enter your email in the ‘Merchant Email’ field.
    • To reveal additional fields (such as Company Name, Customer ID#, Invoice #, PO#, Order ID, and
      Description), click the drop down arrow on the top left side of the ‘Customer Email’ field.
  3. Once you’ve completed the desired fields, click .
  4. A pop up window will appear with one of the three responses: ‘Transaction Approved’, ‘Transaction Declined’, and ‘Error’.
  1. To issue a refund, go to ‘Transactions’ and select ‘Refund’ from the drop down menu.
  2. Once you have clicked ‘Refund’, you will be taken to a new page showing your most recent transactions.
  3. Search or scroll down to the transaction you would like to refund.
  4. Search for the specific transaction by entering the Card holder’s name, Transaction ID number, Auth Code or by swiping the credit
    card you would like to refund.
  5. Click on the Refund button to refund the transaction.
  6. On the pop up window that appears, click to confirm the refund transaction.

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