Help CenterYou can void a payment that was processed by RECUR360Pay if it has not already reached the "Settled" Status. You have until 8 PM CST to Void it before Batch Settlement Occurs. If you aren unable to Void a Payment prior to 8 PM CST on the day it processed, you can only Refund it and will have to way until 2 days after it has Funded. Funding takes 3-5 Business Days.
If the transaction is voided the customer will never have the payment deducted from their account and no fees will be charged to you.
Click on $ RECUR360PAY MerchantTrack from the Left Panel in RECUR360. This will launch a new browser tab with MerchantTrack. In MerchantTrack click the "Recent Transactions" View Report to View Transactions.
Find the transaction you want to void and click on the Transaction id.
In the upper right corner of the Transaction under the Green Actions box, you will see the word "Void" if the transaction is voidable. Click Void to void it.
Enter in the amount to Void. You will always want to Void the full amount, never a partial amount. (After Voiding, you can always modify the invoice in RECUR360 and then process payment again)
You should get a popup in the top right of you screen showing the transaction was voided.
The transaction is now voided and the customer will not be charged for that payment. If you are using our Payment Transaction Sync (in Settings - Payment Processors) to update Recur360 and QuickBooks of voided transactions you will want to go back to RECUR360 and from the left panel click "$ Sync RECUR360PAY" so the requested action will be taken.
Click Sync RECUR360Pay in the lower left part of the blue menu bar.
It will show green while it is syncing information from MerchantTrack. Once the sync is complete you can see the status in the RECUR360Pay Transaction Sync History report.
It will also show as voided in QuickBooks.
If the setting to email the customer a notice for failures is on
The customer will get an email to notify them the payement did not process. We recommend that you turn on the option for payment failure emails to include the reason so the customer knows why the payment did not process. That checkbox is in Settings - Email in the Invoice Settings section on the left side of the screen.
Here is a sample of what the email will look like
