Transactions in WellnessLiving are processed in batches. The cutoff times for batch reconciliation vary depending on your merchant processor, as shown in the table below. To improve the accuracy of your Batch Reconciliation Report, adjust the cutoff time in your store settings to match the time used by your merchant processor.
Caution: The option to void a transaction will be displayed for 24 hours after the transaction is made. However, if the transaction has already been batched by your processor, attempting to void the transaction will produce an error. In this case, a manual refund must be processed, which means the customer’s card will be charged, and the refund will take up to 10 days to process. For more information about refunds, see Refunding a transaction or purchase.
If a void fails, the customer may see the charge as Pending in their account for several business days, typically 24-48 hours but potentially up to 3-5 business days. This delay depends on the client’s bank releasing the pending charge. Providing clear communication to your client during this time can prevent misunderstandings.
Key tips before you begin
The Batch Reconciliation Report within WellnessLiving follows the default cutoff times listed in the table below, so the report may not correspond with the deposits received from your merchant processor if a custom batch cutoff time is used.
Refund transactions aren’t included in the Batch Reconciliation Report. To view refund transactions, see Refunds Report.
Credit card transactions in batches generally take several days to settle. However, you can request next day funding from your merchant processor to reduce the batch settlement time to one business day. There may be additional fees associated with next day funding. Contact your merchant processor for more information
Example Scenario
A customer disputes a credit card charge, and the transaction occurred within the last 12 hours:
Option 1: Void the transaction immediately to prevent it from posting to their account. This leaves the charge in a pending state until the bank releases the funds back to the customer.
Option 2: Wait approximately 24 hours for the transaction to batch. Once batched, initiate a refund through the Transactions page.
Processing Refunds in WellnessLiving
To process a refund:
Navigate to the client's profile in WellnessLiving.
Under their Account, go to Transactions.
Find the desired transaction, select the three-dot action menu, and choose Refund.
In the refund window, select the items to refund, choose a payment method (e.g., Virtual Terminal), and add any notes before clicking Refund. Note: Ensure that the transaction has been batched before attempting the refund.
Choosing between voids and refunds is critical: Voids can only be done within the 24-hour batch window and result in pending charges, while refunds can only occur after transactions are batched, reflecting directly in the client's account.
Batch reconciliation cutoff times
Processor | Batch reconciliation cutoff time |
Any processor with 3DS as the gateway, such as:
| 6:00 p.m. GMT |
Any processor with NMI as the gateway, such as:
| 6:30 p.m. EST
To extend the window for voiding transactions, contact your payment processor to request an adjustment to the batch cutoff time. Once updated, ensure voids are submitted before the new time to succeed. |
Paragon (formerly Direct Connect) | The batch reconciliation cutoff time depends on whether you wanted next day funding when you set up merchant processing with Paragon:
|