Reverse a Payment

Transactions that are still processing begin with an Approved status. Before a transaction reaches the Captured status and funds are captured for later settlement, it can be reversed. Reversing a transaction can be done using one of two methods:

• Cancel: Temporarily delay the capture of funds from the customer.

• Void: Issue a Reverse transaction to permanently remove payment authorization and pending charges.

Pending charges are shown on customers' credit card and bank account statements for Approved transaction amounts. If voided, the authorization is revoked and the pending charge is removed. However, if canceled, the pending charge remains until restored and captured.

Important!

Canceled transactions can only be restored for a limited time before authorization to capture funds from the customer’s account expires. To ensure valid authorization, restore canceled transactions:

• Within three to five days for eCheck payments.

• Within the timeframe set by each card brand for credit card payments.

See Transaction Capture Timeframe for more details on the time limitations of transaction authorizations.

Cancel an Approved Transaction

To cancel a transaction, the transaction status must be Approved. If the transaction has reached Captured or Settled status, you must issue a refund. Use Cancel Transaction to temporarily delay capturing customer funds and restore it later. 

To cancel a transaction:

1. Select Payment History from the left navigation panel.

2. Select the transaction to open the Transaction Details page.

3. Review the transaction’s details to confirm the status is Approved. 

4. Click Cancel Transaction.

5. Click Continue in the confirmation dialog to complete the process. 

Result: The transaction has been canceled and may be restored at a later time by clicking Restore Transaction on the same Transaction Details page. 

Restore a Canceled Transaction

For a transaction with a Canceled status, use Restore Transaction to undo the canceled transaction, re-adding the transaction to the Merchant’s next daily batch. 

To restore a canceled transaction:

1. Select Payment History from the left navigation panel.

2. Select the transaction to open the Transaction Details page.

3. Review the transaction’s details to confirm the status is Approved and Canceled.

4. Click Restore Transaction.

5. Click Continue in the confirmation dialog to complete the process. 

Result: The canceled transaction has been restored and the funds from the original transaction are captured and settled as a typical sale transaction in the Merchant’s next daily batch.  

Void an Approved Transaction

To void a transaction, the transaction status must be Approved. If the transaction has reached Captured or Settled status, you must issue a refund. Use Void Transaction to permanently reverse the transaction before the funds are captured and settled.

To void a transaction:

1. Select Payment History from the left navigation panel.

2. Select the transaction to open the Transaction Details page.

3. Review the transaction’s details to confirm the status is Approved. 

4. Click Void Transaction.

   • Partial Void: Enter the amount to be voided from the transaction before proceeding.

   • Full Void: Proceed to the next step.   

5. Click Save to confirm the void and update the transaction amount.

Result: The amount entered in the Void Transaction dialog is removed from the transaction or the entire transaction is voided. The associated pending charge on the customer’s account statement is removed and this transaction is updated with a Voided status on the Payment History and Transaction Details pages.