Qvinci RoyaltyHub - How to Void a Payment Transaction

When a payment is processed through Qvinci RoyaltyHub, it may be possible to void the transaction before it reaches a settled status. Voiding a transaction prevents the customer from being charged and avoids payment processing fees for that transaction. If the transaction has already settled, it can no longer be voided and must be handled as a refund instead.

When a Transaction Can Be Voided

A payment can typically be voided only if it has not yet reached “Settled” status. Transactions generally must be voided before the daily batch settlement deadline, which is 8:00 PM CST. If the transaction is not voided before settlement, the payment must be refunded after it has funded, which may take several business days.

What Happens When a Payment Is Voided

If a transaction is successfully voided, the customer will not have the payment deducted from their account. Any temporary authorization hold that appears on the customer’s card is placed by the customer’s bank and usually clears within a few business days.

- How to Void a Transaction -

1. Open Qvinci RoyaltyHub and select Qvinci FullsteamPay Pulse from the left-side menu.
2. In Pulse, choose Transaction Search from the left menu.
3. Use the available filters or select Search to review recent transactions.
4. Locate the payment you want to void and open the transaction record by selecting the transaction ID.
5. If the transaction is eligible to be voided, the Void option will appear in the upper-right corner of the transaction screen.
6. Select Void and void the full transaction amount. Avoid partial voids; if the invoice needs to be adjusted, modify the invoice and process payment again.
7. Confirm the void. A confirmation message should appear, indicating that the transaction has been voided.

Updating QuickBooks Online

If payment transaction sync is enabled, return to Qvinci RoyaltyHub after voiding the transaction and run the Qvinci FullsteamPay sync. This helps update both Qvinci RoyaltyHub and QuickBooks Online with the correct transaction status. After the sync is complete, review the transaction sync history report to confirm the update was processed.

Customer Payment Failure Notifications

If customer payment failure emails are enabled, the customer may receive a notice that the payment did not process. It is recommended to include the failure reason in these emails so the customer understands why the payment was not completed.

Key Reminders

• Void eligible payments before the settlement deadline whenever possible.
• Use refunds only when the transaction has already settled.
• Void the full payment amount rather than attempting a partial void.
• After voiding, sync payment activity so connected accounting records stay current.
• Review notification settings to ensure customers receive clear payment failure information when appropriate.