Refunds & Voids
Overview
When managing payments on orders or forms, you have two options for reversing a charge: Void or Refund. The option available to you depends on whether the transaction has been settled (batched) by the payment processor.
Unsettled Transaction
Void button appears
Settled Transaction
Refund button appears
What is a Void?
A void cancels a transaction before it has been settled. When you void a transaction, the authorization is released and the charge never actually processes against the customer's account.
- Only available for unsettled transactions
- Voids are all-or-nothing — partial voids are not possible
- Funds are released immediately (pending charges disappear)
- Typically available same-day before the nightly batch process
What is a Refund?
A refund returns funds to the customer after a transaction has been settled. Since the money has already been transferred, a refund initiates a new transaction to credit the customer's account.
- Only available for settled transactions
- Supports full or partial refund amounts
- Refunds may take 5-10 business days to appear on customer statements
- Transaction typically settles overnight (next business day)
Common Questions
Why can't I do a partial void?
Payment processors do not support partial voids on unsettled transactions. A void cancels the entire authorization — it's an all-or-nothing action. If you need to charge a different amount, you'll need to void the original transaction and process a new one for the correct amount.
When does a transaction settle?
Transactions typically settle during the nightly batch process. This means a transaction made today will usually settle overnight and be fully processed by the next business day. Once settled, the Void button will be replaced with the Refund button.
How do I know which button will appear?
CMS Max automatically detects the transaction status and displays the appropriate button. If you see Void, the transaction hasn't settled yet. If you see Refund, the transaction has been settled and you can process full or partial refunds.
Can I issue multiple partial refunds?
Yes, you can issue multiple partial refunds on a settled transaction as long as the total refunded amount doesn't exceed the original transaction amount.
Quick Reference
| Void | Refund | |
|---|---|---|
| Transaction Status | Unsettled | Settled |
| Partial Amount | Not supported | Supported |
| Speed | Immediate | 5-10 business days |
| When Available | Same day | After overnight batch |
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