Refunds and voids
Voids and refunds both undo a sale. Which one you use depends on whether the sale has been batched yet.
| Void | Refund | |
|---|---|---|
| When | Before the sale's batch closes, usually the same day | After the sale's batch has closed |
| What the customer sees | The pending charge drops off, and usually no final charge appears | The original charge and a separate refund both appear |
| Best for | Mistakes caught right away, duplicates, an immediate cancellation | Returns and refunds on a later day |
If the batch has not closed, void the sale. A sale can only be refunded after it has been batched.
Void a sale
- Find the sale in Transactions in the Merchant Dashboard, or in the transaction history on your terminal or app.
- Select Void and choose a reason if asked.
- Confirm the sale now shows as voided.
Refund a sale
- Find the original sale in Transactions.
- Choose to refund it. You can refund all of it or, where offered, part of it.
- Confirm the refund amount.
You can also start a new card refund from Transactions using the new-transaction option.
When your customer sees the money back depends on their card issuer. Give them a copy of the refund receipt.
Good habits
- Refund the original card instead of giving cash back. This creates a clear record if the customer later disputes the charge.
- Post a clear refund and return policy and follow it.
- Refund promptly when a customer asks. A refund is usually better for you than a chargeback.
- Watch your refund volume. Unusually high refunds can trigger a risk review of a batch.
Refunds that are not tied to an original sale (sometimes called blind credits) are not available by default. Contact support if your business needs them.
Need help?
Email info@thepoints.io or call (833) 374-1518.