Cancel or Reverse Credit Card Payments

Merchant Service Overview | Fraud Prevention Tips

If the customer cancels a purchase in-process, or returns the purchased merchandise for a refund, the following apply if using the QuickBooks Desktop POS Merchant Service:

- If the receipt has not been saved/printed, click Credit to re-open the Credit Card payment dialog. Click Remove to clear the payment. If the credit card payment had already been authorized, it is voided and the charge will not show up on the cardholders statement. Enter new payment information or cancel the entire receipt, as applicable.

- If the receipt has been saved/printed, but the transaction not yet settled, locate the original receipt in your sales history and reverse it. Both the original and reversing receipt retain the credit card charge information, but are marked as being voided and neither are sent for settlement. Neither transaction shows up on the cardholders statement.

- If the transaction has been settled, the recommended procedure is to create a return receipt, giving change as a credit to the same credit card. Alternatively, if the receipt contains only the item(s) being returned and was paid entirely by credit card, then reversing the entire receipt may be the fastest way to void the transaction and/or issue a refund. If the customer is not returning all items on the original receipt, then a return receipt is your best choice. In either case, since the original transaction was already settled, the return transaction is sent with the next Merchant Service batch, and both sale and return show up on the cardholders statement.

Note:

- If a credit card receipt is older than 60 days or if it has already been sent from a remote store to Headquarters, it can no longer be reversed. In this case, make a return receipt instead.

Related Topics

Take payment by credit card

Settle credit card transactions

Merchant Service reports