You can void payments using the Dashboard or the API.
To void a payment using the API, call the Void a payment endpoint and provide the payment's ID as the {id} path parameter.
To void a payment using the Dashboard:
Sign in to the Dashboard.
Go to Payments > Processing > All payments.
Select the payment you want to void.
Select the Void payment action.
You can only void payments that have been authorized but not captured.
When you void a payment, the authorized funds are released back to the cardholder.
Troubleshoot declined void requests
If your void request was declined and the payment has the Authorized status, take the following steps to troubleshoot the issue:
Identify the decline response code. If you receive a response code, it may indicate the reason for the decline and provide additional steps that you can take to resolve the issue.
Provide the cardholder with the Retrieval Reference Number (RRN). If a void is declined due to restrictions from the issuing bank, share the RRN with the cardholder and ask them to contact their bank. The bank can trace the transaction and may be able to clarify or release funds that are being held.
Common decline reasons
The most common reasons a void request is declined are due to:
Invalid transaction codes, as per the issuing bank.
Internal restrictions set by the issuing bank or acquirer.
In these scenarios, the cardholder’s issuing bank remains the point of contact for final resolution. Checkout.com cannot directly release the authorized amount if it has not been captured.
Common response codes include:
20096- The issuing bank requires further clarification. Contact Checkout.com and request more information about the decline.20012- Share the RRN with the cardholder and advise them to contact their bank for further clarification.