Void a transaction¶
Release an authorisation hold before it settles, so no money is ever taken from the customer.
This cannot be undone
Once you void a transaction, the hold is released and there is no way to re-capture it afterwards. If you still want the money, you need a fresh authorisation or a fresh charge.
Before you start¶
- You need the ChargeOn permission to void transactions (part of the ChargeOn Admin, ChargeOn Operator or ChargeOn Standard User permission set).
Void versus refund¶
Void only works on a card authorisation that hasn't settled yet — usually the same day it was taken. It releases the hold; nothing is ever taken from the customer, and gateways generally don't charge a fee for it. Once a payment has settled, void is no longer available and you refund it instead — a different action that returns money already taken, and usually does carry a gateway fee. See Refund or void? for the fuller comparison.
Void is normally card-only, with one exception: Sola and Stax also let you void a bank payment before it settles. See the gateway reference.
Steps¶
- Open the Transaction History record — its status must be Authorized.
- Click Void.
- Review the transaction details shown.
- Click Void ($X.XX) — the button label shows the amount you're releasing.
What you should see¶
The transaction moves to status Voided. The reserved funds are freed at the gateway, and no payment is taken.
If it does not work¶
| Symptom | Likely cause | What to do |
|---|---|---|
| Void doesn't appear on the transaction | It has already settled — its status is Success, not Authorized | Refund it instead |
| "Transaction already {status}." | It was already voided or refunded, or it settled after you opened the record | Refresh the record and check its current status |
| "You do not have permission to void transactions." | Missing the Void permission | Assign a permission set that includes it |
| "Environment mismatch between Transaction History and Payment Gateway." | The gateway's Environment (Live/Sandbox) changed since this authorisation was created | Check the gateway record's Environment setting with your administrator |
| Void fails with the gateway's own "expired" error | The card issuer's hold window had already passed | There's nothing left to void — the hold released itself at the issuer's end |
| "An Unresolved Transaction is already linked to this record." | A previous action on this transaction didn't finish cleanly | Resolve it first |