---
title: Refunds and voids
description: When to void a card payment and when to refund it, and how to do each from the Merchant Dashboard or your terminal.
url: https://thepoints.io/docs/merchants/refunds-and-voids
audience: [merchants]
---

# 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

1. Find the sale in **Transactions** in the [Merchant Dashboard](/docs/merchants/merchant-dashboard), or in the transaction history on your terminal or app.
2. Select **Void** and choose a reason if asked.
3. Confirm the sale now shows as voided.

## Refund a sale

1. Find the original sale in **Transactions**.
2. Choose to refund it. You can refund all of it or, where offered, part of it.
3. 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.