Voiding an Order Before Settlement

When an order is processed and we receive an authorization code on a customer's credit card, this is merely a hold against the available charging capabilities of their card. The money transfer is not actually initiated until we settle the batch at the end of the day. The credit card gateway and bank network define the settlement time.

Customers using the Concept Software merchant account will have transactions settled around midnight each night. Customers supplying their own merchant account should contact their bank gateway to determine the actual settlement time.

As you can see, there is an opportunity to void an order before the settlement occurs. Because no money is transferred, the bank does not charge their fee, nor would there be any SOLO Server commission due. If an order is processed and settled, the bank will collect their discount rate and the SOLO Server commission would apply.

Although we try to catch most orders that should be voided, such as duplicates, it is ultimately your responsibility. The worst thing that happens if you don’t catch an order that should have been voided is you will lose a little money when issuing a refund. Note that this feature is not available for transactions processed through a PayPal Payments Pro merchant account when the bank account is held by PayPal.

  1. Find the license or invoice in the database.
  2. If on the invoice details page, click the Actions button and choose Void CC Transaction, or if on the license details page, click the Order button and choose Void CC Transaction.
  3. Select the reason of the void from the dropdown list. The actual status is for your reference only.
  4. Master Users Only: If this is a fraudulent order and you wish to automatically tell the server to reject any future orders from this customer's credit card account or e-mail address, check the box "Block this user's credit card account and e-mail address." Note this setting affects only future orders. Any previously-processed or in-process orders are not affected.
  5. Click Yes button. The License selected will be marked as Voided. If the error message "ERROR - TRANSACTION NOT FOUND" appears, this transaction must have been settled and you must Issue a Refund instead.
  6. A license with a status other than OK will not be usable by the customer.
  7. Note that the void affects the entire invoice, so if the license was on a multiple license invoice, all licenses on that invoice will also me marked to the same status.
  8. If any payment plans are associated with any licenses on an invoice that has been voided, details on these will be listed on the confirmation page, with links to view/disable them.