Credit card transactions can be voided prior to transaction settlement time. The normal transaction settlement time is 6 pm to 7 pm AEST dependent on your banking institution.
Direct Debit transactions can be cancelled if the payment status is “Lodged” in the BackOffice portal. If the status is “Submitted” or “Cleared” then it can’t be cancelled.
Before cancelling a payment you will need to search for the transaction. Once you have located the transaction in BackOffice, follow the below steps to void the transaction.
- Click Actions drop down menu
- Click Void Trns
If a credit card transaction has passed the settlement time then you will be unable to void, however you may be able to submit a refund.
If a direct debit has passed the "lodged" status then it can't be cancelled or refunded, therefore, merchants need to seek an alternative way to refund the customer.