When to cancel or void a payment

What this guide covers

Choose an available cancellation action only after confirming the payment state and checking for existing adjustments. Work through each step in order, preserve safe reference details, and stop before repeating an action if the original result is still unclear.

Step-by-step

1. Open the original transaction and read its current status and event history.
2. Check whether a cancellation or void action is available for the unsettled state.
3. Confirm the order should not be fulfilled and that no prior adjustment already addresses it.
4. Record the resulting event ID and status, then reconcile it with the original record.
5. Explain to the customer that account display timing may vary even after the processing event is recorded.

Troubleshooting

• If no action is visible, verify status and permissions before contacting support.
• If the record changes while you are reviewing it, reload the event history before acting.
• If you are uncertain whether fulfillment occurred, resolve the order state internally first.

If the result changes after a check, record what changed and the exact time. That detail is often more useful than repeating every step.

Before contacting support

Prepare the smallest set of information needed to explain the issue. Redact passwords, one-time codes, API keys, authorization headers, CVVs, full card numbers, and full bank account details.

• Original transaction ID
• Current status and timestamp
• Reason for cancellation

State the expected outcome, observed outcome, current impact, and whether the issue is ongoing or intermittent.