There are two possible reasons why you can’t void transactions. To resolve the issue, follow the instructions below. If the issue persists after completing these steps, please contact WellnessLiving Support.
It’s been over 24 hours since the transaction was made / the transaction batch is processed
Transactions made using credit cards can be voided within 24 hours as long as the transaction batch hasn’t been proceed yet. For more information, see Batch reconciliation cutoff times under Transaction batches and refunds. To learn how to void transactions, see Voiding transactions.
In the case where a transaction can’t be voided, a manual refund must be processed. The client’s card will be charged, and the refund will take up to 10 days to process. For more information, see Transaction batches and refunds.
The transaction was made using an ACH account or using multiple payment methods
Transactions made using an ACH account or transactions using multiple payment methods can’t be voided. The payment can only be refunded after the transaction is marked as Successful on the client’s transaction page, which can take up to 14 days.