How to Void a Transaction (and How a Void Differs from a Refund)

To void a card payment, refund its full amount with Add Transaction > Refund/Void - Credit Card before Payrix settles it, which is usually the same day it was made. There's no separate Void button: when you click Add, TeamSideline checks the payment with Payrix, voids it if it hasn't settled and refunds it if it has. A voided payment shows as Void - Credit Card on the account, and the customer is never charged.

Applies to: Admins with the Add Transaction permission · All plans · Card payments processed through Payrix

Where: Customers > Account Management > Search > (customer) > Account Overview > Add Transaction

Void or refund: what's the difference?

What changes	Void	Refund
When it happens	The payment hasn't settled yet	The payment has settled
Amount	Only the full amount of the payment	The full amount or part of it
What the customer sees	No completed charge; the pending charge drops off on their bank's schedule	A separate credit on their card statement, usually within a few business days
Processing fee	No processing fee is charged	Payrix keeps the processing fee on the original payment
On the customer's account	Void - Credit Card	Refund - Credit Card

Void a payment

Go to Customers > Account Management > Search, find the customer and click their name to open Account Overview.
Click Add Transaction.
In Transaction Type, choose Refund/Void - Credit Card.
In Refund Order, choose the order. Each order is listed with the amount that can still be refunded.
In Amount, enter that full amount. It includes any Processing Fee the customer paid. A void can't be for less.
Optional: type Comments (up to 100 characters). They're visible to the customer.
Optional: check Email Confirmation to email the customer. The box remembers your last choice.
Click Add.

What you'll see: Account Overview shows "Transaction Added." and a Void - Credit Card line if the payment hadn't settled, or Refund - Credit Card if it had (the full amount then goes back to the card as a refund). With Email Confirmation checked, the customer gets an email titled "Transaction Confirmation | your organization's name" for a void, or "Refund Confirmation | your organization's name" for a refund.

Cancel the enrollment too

Voiding the payment doesn't cancel the registration. If the participant shouldn't stay enrolled:

On the customer's account, click Enrollments, click the Edit Enrollment (pencil) icon, and click the Cancel tab.
In Refund Type, choose Credit and leave Credit Amount at the enrollment's cost.
Click Confirm Cancellation.

You can cancel first and void afterward; the result is the same. On an order less than 24 hours old, the Cancel tab offers only Credit and No Refund, so it can't send money back to the card; that's why a same-day void is done with Add Transaction. If the customer paid a Processing Fee, the account still shows that amount owed after both steps, because the void returned the fee too. Add a Misc - Credit for it to bring the balance to $0.

When a void is still possible

A payment can be voided only until Payrix settles it. Payrix settles card payments once a day, usually in the late afternoon Pacific time, so a payment made earlier the same day can usually still be voided.
TeamSideline doesn't show whether a payment has settled. It asks Payrix when you click Add: the full amount of an unsettled payment is voided, and a settled payment is refunded.
Payrix card orders are in Refund Order right after the payment, so you don't need to wait a day.
To give back only part of a payment made today, wait until it settles, usually by the next day, and then refund the partial amount the same way.

Don't void in the Payrix portal

Always void or refund a TeamSideline payment from TeamSideline. A void or refund made in the Payrix portal isn't recorded on the customer's account, so the account and your reports won't match. TeamSideline staff use the portal only for charges that have no TeamSideline order.

If it doesn't work

"Error processing refund. This transaction is not yet fully processed and can only be voided at this time. Voids are for full refund amount only. Please enter full amount, or wait for transaction to process to partially refund." The payment hasn't settled and you entered less than the full amount. Enter the full amount shown in Refund Order to void it, or wait until it settles to refund part of it.
"Error processing refund. An error occurred while trying to refund this transaction. Please contact support@teamsideline.com for additional assistance." Payrix reports the payment as pending, failed or returned, or can't find it. Contact TeamSideline Support with the order number.
"Error processing refund. This refund cannot be completed due to the customer's bank declining to process the refund. Please complete the steps to perform a manual refund." The customer's bank refused the refund, for example because the card account was closed. Pay the customer another way, such as by check, and record it with the Transaction Type Refund - Manual.
"Refund amount cannot be for more than the original credit card payment or the combined total of multiple refunds cannot be for more than the original credit card payment." The Amount is more than what's left of the payment. Enter no more than the amount shown in Refund Order.
"Refund Order required." or "Amount required." Choose the order and enter an amount above $0.
Refund Order shows "Refunds can only be processed 24 hours after the order has been placed and within 180 days of the order." No order on this account can be refunded by card. Payrix orders don't actually wait 24 hours, so the order is past your gateway's refund window (the message shows your number of days, or says "within the refund window of the order." when your gateways differ), was already refunded in full, or wasn't paid by card through TeamSideline. Pay the customer another way and record a Refund - Manual.
The message ends "and for orders related to organizations you have been granted access to." The order was paid through an associated organization's payment gateway that your admin account isn't filtered to. Ask an admin with access to that organization.
Refund/Void - Credit Card isn't in the Transaction Type list. Your admin account has Transaction filters that leave it out, so ask an Administrator, or card refunds aren't turned on for your payment gateway, so contact TeamSideline Support.

Fixing mistakes

You refunded by mistake, or refunded too much. A card refund or void can't be canceled, reversed or deleted from the account once it's submitted. To collect the money again, add a Misc - Debit for the amount. The family can then pay the balance, or you can take a card payment for it with Add Balance Payment.
The enrollment was canceled with the refund. A canceled enrollment can't be reinstated. Register the participant again: the family can check out again, or you can use Place Order on their account, which also collects the payment.
An account shows Void - Credit Card and you don't know why. Someone refunded the full payment before it settled, so the customer wasn't charged. If the enrollment is still active, the account shows that amount as owed until the enrollment is canceled or a Misc - Credit is added.

Good to know

Card refunds and voids are limited to your payment gateway's refund window: 180 days after the order on most gateways, 120 days on some. After that, pay the customer another way and record it with Refund - Manual.
Payrix keeps its processing fee on a refunded payment, even a full refund; only a void avoids the fee. Whether to return a Processing Fee the customer paid is your organization's decision.
A refund always goes back to the card used for that order. Payment plan installments are separate orders, so refund each one on its own.
If your organization's payment gateway was replaced, for example after an EIN change, orders paid through the old gateway may no longer appear in Refund Order. Contact TeamSideline Support.

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