Voiding a payment cancels it before it's sent to the bank, as if the transaction never happened. This only works during a short window before the payment batches — once it's been submitted, you'll need to refund it instead. Below is what to know before voiding a payment, followed by step-by-step instructions.
What Voiding Means
Voiding cancels a payment before it batches, as if it never happened.
You can only void a transaction that hasn't been batched or submitted yet. The system sweeps and submits transactions for batching throughout the day (roughly every 20 minutes), and there's no way to know exactly when a specific payment will be swept.
All of the day's payments are sent for processing each night and deposited into your bank account once processed.
Because the window to void is short, act quickly if you want to cancel a payment.
If voided in time, the payment may briefly show as "pending" on the cardholder's statement, but it disappears completely by the next day — no money moves.
Once a payment has batched, voiding is no longer available. You can only refund it instead, which removes the money from the customer's account and returns it. Learn how to refund an electronic payment here.
What Happens When You Void a Payment
ACH payments: The customer never sees the payment leave their bank account.
Credit card payments: Since the amount was already authorized, the credit card company holds it for 1–3 business days.
If the customer checks their credit card account, they'll see the authorization listed as "pending."
Once the void succeeds, the payment won't settle — it simply disappears from the pending section.
How to Void a Payment
Option A — From Post Transaction
Step 1 – Open Post Transaction: Click the plus (+) button next to Invoices in the left menu.
Step 2 – Select the account: Search by Enrollee name, Primary Account Holder name, or Primary Account Holder email, select the account, then click Next.
Step 3 – Open the invoice: Click Invoice to see the account's invoice list, then click Edit next to the invoice with the payment you want to void.
Option B — Shortcut from the Customer's Billing page (skips Steps 1–2)
Click Manage next to Paid Invoices, find the invoice, and click Edit beside it to view its transactions, or
Click the three dots next to the payment directly in Transaction History and skip to Step 4.
Step 4 – Void the payment: Click the three dots next to the payment, then select Void Payment.
Click Confirm to complete the void.
If the window to void has expired, you'll see an error message instead.
If the Void Doesn't Go Through
Clicking Void Payment doesn't guarantee it will succeed. If the payment has already batched and been accepted by the bank, the request will be declined and you'll see a red error message at the bottom of the screen. In that case, wait for the transaction to settle, then refund it instead.