What's the difference between Voiding and Refunding transactions?
The option to VOID (or cancel) a transaction will be available inside of Stax Pay as soon as the original transaction is processed. When you look to cancel a transaction, you will see that there is an option to Refund or Void it.

• If the transaction has not settled with the processor, you will be Voiding the transaction.
• If it has already settled, you will be Refunding the customer.

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You will not be charged interchange on voided transactions, only the per transaction amount (authorization fee). When refunding a transaction, the interchange will still be charged on the original sale. The authorization fee will be charged for both the sale and the refund.

To initiate a Void or Refund within Stax Pay

1. Log in to Stax Pay.
2. Click the Payments tab on the left.
3. Use the Search field to find the transaction.
4. The quickest way is to Select the Quick Action (ellipses) tool displayed to the right of the transaction total and choose Refund or Void, depending on when the transaction was made.
5. To view more details about the transaction, Select the Transaction; the core Payment Details will appear on the right.
6. Select Refund or Void (Note: Void will only appear until the transaction is processed.)
7. Enter the amount to Refund (if you are Voiding, you will only be able to Void the full amount.)
8. Click Refund/Void.
9. The Refund or Void will automatically process.

Once successful, the transaction will show as Void or Refunded, depending on the action performed within your Payments list.

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The time in which your transactions settle is dependent on your gateway and if you have any questions on the time in which this takes place, please reach out to the Customer Support team for assistance.

Further Information

Refunds typically take 3-5 business days to post to the cardholder’s bank statement.

A Voided transaction may appear pending on the cardholder's bank statement for 3-5 business days.

The amount of time the pending transaction remains on the cardholder's statement is determined by the cardholder's bank (to remove the pending authorization from their statement, the cardholder must contact their bank).

To compliantly refund on a Surcharging account for surcharged transactions, the surcharge fee will be refunded along with the base amount. Based on the law and as determined by the card brands, the discount rate is assessed on your gross sales volume, meaning all volume, including any sales that may be refunded or charged back.