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Merchant Services Transaction Management (Settle, Reverse, Void, Credit)

May 7, 2024

Description

How to settle a transaction, reverse an authorization, void a transaction, or credit a transaction in Merchant Services online banking

What's in this article?

A follow on transaction is an additional action, such as requesting settlement or reversing an authorization request, that can be taken on certain transactions. The available follow on options for a transaction will vary depending on where the transaction is in the processing cycle. 

Follow on actions include: 

  • Settle the batch manually.
  • Authorization Reversal to reverse (cancel) an authorization for a transaction.
  • Void cancels a transaction before settlement.
  • Credit or refund a transaction that has captured for settlement.

Settle

If a transaction has been authorized, the transaction must be captured or marked for settlement in order to move to the settlement process and fund. 

To capture an authorized transaction for settlement
  1. Search for a transaction and click on the Request ID to show the Transaction Details page. If the transaction has not been captured/settled, there will be a Settle button at the top right.

    transaction details screen with a highlight on the settle button

  2. Click Settle to capture/settle the transaction.
  3. Confirm or adjust the amount to a lesser amount, if necessary. Click Settle to capture/settle the transaction.


Reverse an authorization

Authorization reversals notify the issuer that all, or part, of a sale has been cancelled and that the authorization hold should be released.

 To reverse an authorization
  1. Log in to your Merchant Services account in Business Advantage 360 online banking.  
  2. In the left navigation panel, select Transactions > Transaction List to view transactions performed in the past 7 days.
  3. Locate the authorized transaction that you would like to reverse and click the Request ID to open the Transaction Details.
  4. Click Authorization reversal.
  5. Click Confirm to reverse the transaction.


Void a transaction

Transactions that have not moved into settlement may be voided. Voids will cancel out the settlement request if done on the same day the settlement was placed and before the transaction is batched out. If a transaction has captured for settlement, a void will not be possible and a refund (credit) must be issued.

NOTE:
Completed transactions are swept to settlement once an hour, at the 30 minute mark. Once a transaction has been swept, it can no longer be voided. Learn more about Batch sweep timing.

To void a transaction
  1. Log in to your Merchant Services account in Business Advantage 360 online banking. 
  2. In the left navigation panel, select Transactions > Transaction List to view transactions performed in the past seven days.
  3. Locate the transaction that you would like to void and click the Request ID to open the Transaction Details.
  4. Click Void.

    NOTE: If the Void button is not available, refund the transaction instead. 

  5. Click Confirm to void the transaction.
To void settlements pending batch
  1. In your online banking Merchant Services account, search by the Settlements Pending Batch phase.
  2. Select one or more transactions from the list.
  3. Click on the Void button to void all of the selected transactions,
  4. Click Confirm.


Credit/refund a transaction

If a transaction moved into settlement, a void will not be possible. Refund (issue a credit) the transaction instead. The transaction may be refunded either in part or in full. A credit cannot be completed after 60 days.

WARNING!
Never provide a refund for a credit transaction by providing cash back to the cardholder. Refund to the cardholder's card.

To credit/refund a transaction
  1. Log in to your Merchant Services account in Business Advantage 360 online banking.
  2. In the left navigation panel, select Transactions > Transaction List.
  3. Locate the transaction that you would like to credit and click the Request ID to open the Transaction Details.
  4. Click Credit.

    NOTE: If the Credit button is not available, void the transaction instead. A credit cannot be completed after 60 days. 

  5. Click Confirm to credit the transaction.


Credit issued in error

If you issue a credit/refund for a transaction in error, you can reverse the credit if the transaction has not yet been captured for settlement. Follow the steps above to void the credit. If the credit has already been captured for settlement, call us for assistance.

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