When a customer's payment needs to be cancelled or reversed, Biller Genie gives you two options depending on the state of the transaction: void or refund. The Merchant Portal automatically shows the right option based on where the transaction is in its lifecycle, and void and refund are never available at the same time. This article explains the difference, when each is available, and what the customer experiences.
The short version
- Void = cancel the transaction before it has settled. No money has moved yet; the authorization is dropped. Instant, no fees apply.
- Refund = return money after the transaction has settled. 3 to 5 business days back to the cardholder's card (or roughly the same window for ACH).
When each is available
Credit Card & Stored Card
- Void is available from the moment of processing until the daily batch closes at the processor (typically end-of-day).
- After batch close, the transaction enters settlement. While settlement is in flight, neither void nor refund is available — both options are greyed out in the Merchant Portal.
- Once settled, refund becomes available.
ACH
- Void is available from processing until the gateway has submitted the ACH file to the Federal Reserve.
- While the ACH transaction is originating (after submission, before settlement), neither option is available.
- Once the ACH transaction has settled, refund becomes available.
What the customer sees
- Void: the pending charge falls off the customer's statement, usually same-day, sometimes within 24 hours depending on their bank. No funds actually moved.
- Refund: the customer sees a credit return to their card or bank in 3 to 5 business days.
How to do each
Open the transaction in your Merchant Portal. The action button shows whichever option is available right now — Void (in red) for pre-batch-close transactions, or Refund for settled transactions. Click it, confirm, and you're done. For step-by-step walkthroughs:
FAQs
A customer paid with a business card but wants to pay with her personal card. Do I void the transaction or refund it?
Check what the Merchant Portal is showing. If the Void button is available, use it — instant and no fees. If only Refund is available, refund the business card (which takes 3 to 5 days). Either way, run the new payment on the personal card right away.
Will the customer be charged any fees on a void?
No. Voids drop the authorization before settlement, so processor fees don't apply on either side. Refunds happen after settlement, so the original processing fees stick.
How fast does a void show up on the customer's card?
The authorization is released immediately at the processor. The customer's bank usually reflects this same-day; some banks take up to 24 hours.
Why are both options greyed out on my transaction?
The transaction is in flight — submitted to settlement but not yet settled. Void is no longer available, and refund isn't yet available. Once settlement completes (typically within a business day for Credit Card; for ACH, depends on the Fed cycle), the Refund option will become available.
Can I void part of a transaction?
No — voids cancel the whole transaction. If you need to return only part of the amount, that's a partial refund (only available after settlement).
Sync behavior in your accounting software
Voids and refunds sync back to your accounting software automatically. For QuickBooks Online, refunds create a refund receipt. For QuickBooks Desktop (via MagicCarpet), refunds create a credit memo against the customer plus a check that funds the credit memo (the standard QuickBooks Desktop way of recording a refund). In both cases, voids cancel the corresponding sales receipt and reopen any associated invoices. For more on what shows up in your books, see How to Refund a Payment (Full or Partial) and How to Void a Payment.
If you're on the QuickBooks Desktop v3 integration: bi-directional void and refund sync isn't available on v3. To get this functionality, you'll need to upgrade to MagicCarpet. Reach out to our Subscriber Success team at subscribersuccess@billergenie.com, or schedule a session at subscribersuccess.billergenie.com.
Related articles
- How to Refund a Payment (Full or Partial)
- How to Void a Payment
- Bulk Refunds and Bulk Voids
- Chart of Accounts: Mapping Your Accounts in Biller Genie
[SCREENSHOT: Transaction detail in the Merchant Portal showing the Void button (red) for a same-day transaction]