Skip to main content

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

March 24, 2026

Description

How to reverse an authorization, settle, void or credit a transaction or create a new order 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 transaction 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.
  • Create a new order from an existing transaction or authorization

NOTE: 
If you are using Point of Sale Solution, transaction management features are available directly through your Point of Sale Solution Back Office. 

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. Log in to your Merchant Services account in Business Advantage 360 online banking. 
  2. In the left navigation panel, select Transactions > Transaction List and search for the transaction.
  3. 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 with settle button higlighted
  4. Click Settle to capture/settle the transaction.
  5. 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 Confirm to reverse the transaction.

Void a transaction

Transactions that have not yet moved to settlement may be voided without a transaction fee. A void will cancel the settlement request if it is completed on the same day the settlement was initiated and before the transaction is batched. Once a transaction has been captured for settlement, it can no longer be voided; instead, a refund (credit) must be issued, and a transaction fee will apply.

Voids for cash transactions are done on the payment terminal. 

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

Once a transaction has moved to settlement, it can no longer be voided. In this case, the transaction must be refunded by issuing a partial or full credit. Credits cannot be issued more than 60 days after the transaction date, and all refund transactions are subject to a transaction fee.

PIN debit transactions cannot be refunded using the Merchant Portal. For additional assistance call customer support.

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.

Create a new order from a previous transaction

You can create a new order from a previous transaction or authorization. 

To create a new order from a previous 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 and search for the transaction.
  3. Click on the Request ID to show the Transaction Details page. 
  4. From the Actions dropdown list in the top right corner, select New Order.
  5. In the New Order dialog box, click No to indicate the transaction is not a Cardholder Initiated Transaction.

    New order dialog box
  6. From the Select a reason for this transaction dropdown list, select Resubmission.
  7. Confirm or adjust the amount to a lesser amount, if necessary. Click Settle to capture/settle the transaction.
Did you find this article helpful?