There are several reasons you might need to cancel a transaction that was previously marked as resolved. It could have been resolved in error, reversed due to a dispute or negotiation, or duplicated during processing. This article provides a step-by-step guide to help you through the process.
Step 1: On the Transaction Profile page, select the invoice to display the associated invoice lines below.
Step 2: Check the boxes next to all invoice lines, then click the three-dot menu on the right and select Void Resolutions.
Step 3: Once the resolutions have been voided, click the Trash icon to delete the invoice lines, and confirm by selecting Yes, I’m sure in the pop-up.
Step 4: After deleting the lines, click the Trash icon again to delete the invoice itself.
Note: If there are multiple invoices on the Transaction, repeat steps 1-4 for each one.
Step 5: Click the three-dot menu at the top right of the page and select Cancel Transaction.
Step 6: Enter the reason for canceling the Transaction, then click Confirm.
That’s it — you’ve successfully canceled the Transaction!
If you don’t have the options to view or edit transactions you may not have the required permissions to access these functions, we recommend you have an admin user check your permission settings if this is the case.
After you’ve cancelled the Transaction you will still have a record of it in your Settlement Report, cancelled transactions will be listed as VOID:
