Overview

Admins often ask how to "void" a credit card transaction — usually because a customer registered by mistake, paid twice, or cancelled immediately after checkout. On TeamSideline there is no separate "Void" button for admins. You always use the same Refund/Void - Credit Card transaction, and the payment processor (Payrix) decides whether it is treated as a void or a refund based on whether the original payment has settled yet.

Void vs. Refund: What's the Difference?

• Void — The original charge has not settled yet. The authorization is cancelled and no money ever moves. The customer never sees a completed charge (only a pending authorization hold that drops off on their bank's timeline). Because the transaction never fully processed, the credit card processing/service fees are not charged.
• Refund — The original charge has already settled. Money already moved, so a separate credit is sent back to the customer's card. This typically takes 2–5 business days to appear on the customer's statement. With Payrix, the original processing fees are not returned to your organization on a refund.

In the customer's account ledger, a same-day cancelled payment will show as Void - Credit Card rather than a refund. That means no payment was ever captured.

How to Void a Transaction

Process it exactly like a refund. If it is done before the transaction settles, the system will void it instead of refunding it.

1. From the Admin Site Map, go to Account Management > Search.
2. Search for the customer and click their name to open the Account Overview page.
3. If the enrollment should also be removed, cancel the enrollment first (see How to Refund or Cancel an Enrollment). Cancelling an enrollment does not automatically issue a refund — the refund option must be selected as part of that process.
4. Click Add Transaction.
5. For Transaction Type, select Refund/Void - Credit Card.
6. Select the correct order from the Refund Order dropdown.
7. Enter the Amount. To void, enter the full amount of the original transaction, including any service fees the customer paid. A partial amount cannot be voided — a partial credit must wait until the transaction has fully processed.
8. Add Comments if needed (note: comments are visible to the customer).
9. Click Add.

Timing: When a Void Is Still Possible

• Voids are only possible before the transaction settles. Once settled, it can only be refunded.
• This happens in a daily batch in the late afternoon/evening. Documented figures include around 3:00 PM PT.
• There is a "limbo" window immediately around the settlement batch where a void may fail even though the transaction does not yet look settled. If a void will not go through, wait until the transaction fully settles and then issue a normal refund.
• In some cases an order placed the same day will not appear in the Refund Order dropdown at all. If so, wait a day for the payment to clear and then process the refund.

Do Not Void Directly in Payrix

Admins should never process transactions directly in the Payrix portal. If the transaction exists in TeamSideline, the void must be done from TeamSideline so the customer's account ledger stays accurate. (Voiding inside Payrix is reserved for TeamSideline staff handling transactions that do not exist in TeamSideline, such as checkout exceptions.)

After the Void: Balancing the Account

A void reverses the payment but does not cancel the enrollment. If you voided the payment without cancelling the enrollment, the account will show a balance owed. To resolve it, either:

• Cancel the enrollment, or
• Go to Add Transaction > Misc-Credit for the amount to bring the account balance to $0.

Because a void must be for the full amount (including any service fee the customer paid), the ledger may show the customer was credited slightly more than the enrollment fee. A Misc-Credit for that difference will balance the account.

Common Mistakes and How to Fix Them

• You issued a refund by accident, or refunded too much. A processed credit card refund cannot be cancelled or voided. To recover the money, go to Add Transaction > Misc-Debit for the amount; the customer will then have a balance they can log in and pay.
• You see "Void - Credit Card" on an account and aren't sure what happened. The order was voided the same day it was purchased — the customer was never charged and owes nothing.
• Refund fails with "Error processing refund." The card used for the original order has expired; issue a check to the customer instead.
• The order is too old. There is a time limit on credit card refunds (documented as 120 days in one article and up to 6 months in another). Past that limit the order will not appear in the Refund Order dropdown and the refund must be handled another way (for example, a manual refund).

Fees on Voided Transactions

Because the transaction never settles, credit card processing fees are not charged on a true void. This is the main reason admins prefer voiding over refunding. Once a transaction settles, Payrix does not return the original processing fees, even on a full refund.