Canceling a transaction
This Cancellation operation allows you to cancel the transaction entirely before the actual debit. Cancellation cannot be partial.
Special cases
- Prepaid cards
Cancellation does not equal a refund. Normally, in case of cancellation, the customer should not see any transaction on their account. However, some acquirers immediately debit the customer’s account virtually upon request for authorization. This is the case of prepaid cards for example. The cardholder’s balance is not updated in real time after cancellation and the restoration of the amount can take up to 30 days depending on the type of the card.
- Capture date
Cancellation is not suggested if the capture process is already in progress. In this case, you must proceed with a refund.
Depending on the acquirer:- Cancellation is possible before the capture date (particularly in the CB network).
- Cancellation is possible after the capture date, as long as the transaction is not cleared. One of them was Elavon Europe (GATECONEX network).
- Reversal request
If the acquirer supports it, when the merchant cancels a transaction, the payment gateway automatically requests the cancellation of the authorization request.
If the card issuer accepts the request, the authorization limit of the cardholder’s card is restored.
Otherwise, or if the acquirer does not support the reversal, the transaction is canceled and the card limit is restored when the authorization request expires.
If a reversal request is made upon cancellation, it will appear in the transaction details (History tab).
- Case of payments in installment
If you cancel a transaction with several installments, you have the option of canceling only the selected transaction or canceling all the associated installments. Simply check “Cancel all scheduled payments”.
To request a transaction cancellation:
- Go to the Transactions is progress tab to cancel a transaction in progress.
- Go to the Captured transactions tab to cancel a captured but uncleared transaction (Elavon Europe only).
- Select the transaction.
- Click Cancel.
A confirmation message of cancellation appears.
- Click Yes to confirm the cancellation of the transaction or No to undo your action.
A transaction canceled via the Captured transactions tab will remain visible in the Captured transactions tab.
Cancellation of multiple transactions
It is possible to cancel several transactions at the same time:
- Select all the transactions to be canceled.
Hold down the Ctrl key and click the left mouse button simultaneously to select several transactions.
- Click Cancel and confirm your choice.
When a cancellation request is accepted, the transaction status changes to Cancelled (CANCELLED).
It is impossible to cancel a cancellation request.