If you need to cancel a transaction, for example if you are unable to fulfil the order or you are dissatisfied with the fraud screening result, you will need to either, REFUND the transaction or VOID it, depending on where the transaction is within the post payment process.

A REFUND is the reimbursement of funds for any goods or services which the shopper has paid for. Most common reasons for a refund are faults with the product or dissatisfaction with the service provided.

If the transaction HAS already been sent for settlement, then you will need to perform a REFUND on the transaction. This will send your merchant acquiring bank a refund request to credit the shopper's account and transfer the funds back into their account.

As the original transaction HAS already been sent for settlement, your acquiring bank would have received information about the payment and therefore will need a REFUND request to cancel the payment. The shopper will therefore have both, a payment debited out of their account and a REFUND credited into their account appearing on their card statement.

Should you wish to stop/cancel the REFUND, you will have until the time it is sent for settlement to VOID the REFUNDED transaction. If the REFUND has already been sent for settlement, then you will need to take another payment in order to cancel it.

You can REFUND a transaction for any amount up to the value of the original transaction. You can even send multiple REFUNDS for the same transaction so long as the total values of those REFUNDS do not exceed the value of the original transaction.

A REFUND can only be performed on a REAL-TIME PAYMENT, RELEASE or REPEAT transaction and is the responsibility of the Vendor to perform.

A REFUND will send an additional transaction for settlement to inform the acquiring bank to credit the shopper and put the funds back into their account.

If you are using our VSP Server or VSP Direct solution and process a large volume of transactions or if you wish to automate the refund transaction process, you can do this via your server.

To perform this task automatically, you will be required to capture and store additional information which is sent to you from Protx with regards to the original (payment) transaction.

With this additional information you simply send a REFUND POST request to our servers from yours:

(More information can be found by downloading the "VSP Server and Direct Shared Protocols" document)

N.B: This method is available ONLY to those that use our VSP Server or VSP Direct Payment solutions.

A REFUND can also be performed via the VSP admin area for any amount up to the full value of the original transaction. Please be advised that once a transaction has been settled, you can no longer VOID it. The cut off point is midnight every night, after which the settlement files are forwarded to the respective acquiring banks. If the transaction has already been forwarded for settlement, you will need to Refund the payment.

Before logging on to your Protx VSP Admin account, you need to ensure that you have granted the Refund privilege to your 'User' that you intend to use to perform the Refund.

Once logged on, you will need to find the transaction you wish to Refund.

You can search for the transaction by using either of the search tools, 'The Daily transaction List' or the 'Find a Transaction', both from under 'Transactions' in the menu.

If you use the 'Daily Transaction List' as the search, then obviously you will need to have a fair idea of the date of the transaction and the name of the cardholder (shopper). The results of the search would then be displayed as shown below;

Click on the actual 'VendorTxCode' of the payment that needs voiding or refunding. If you want to perform a Refund against Protx Test 0003 (as per the screenshot above), then you would click on 'VSPT-testvendor-060819141700-709'

The full transaction detail will now be displayed in a new browser window - If you scroll to the bottom of the page you should see a section of futher options called 'Actions' (see screenshot below)

Click on the Refund button

If the Refund button is not displayed, it could mean one of two things;

•   You have not granted the User account with the Refund privilege.
•   The transaction you a trying to Refund has already been fully refunded previously.
•   The transaction is a PreAuth that has not yet been Repeated or a Deferred that has not yet been Released.

N.B: The screenshot above is of a transaction that has 'not yet been settled', meaning you do have the opportunity to Void this payment if required. (see the 'How is a Void performed via my VSP Admin area?' section below)

Once the Refund button has been clicked you will be presented with a Refund confirmation screen (screenshot shown below) - You will need to enter the amount you wish Refund (this can be a partial refund or up to the full amount), a short description (optional) and also a Password. This Password is that of the 'User' you are currently logged in as while performing the Refund.

Now just click 'Refund' button again

The Refund request will be sent to your acquiring bank for authorisation and the result will be retuned as 'Authorised' or 'Declined'.

Once the Refund has been sent for bank authorisation, depending on whether it was 'Authorised' or 'Declined', it will appear under 'Authorised Transactions' if the Refund was successful or under the 'Failed Transactions' section if the Refund was declined.

The below screenshot shows the Refund, performed above, in the 'Authorised Transactions' section of the VSP Admin account.

A refund uses the same card details as the original transaction and therefore you will not be able to refund:

•   If the card has expired.



•   If you have been provided with another card (unless you are able to process direct   refunds, click here for more information).



•   If the authorisation was not taken via the Protx system. (unless you are able to process   direct refunds, click here for more information).

A VOID nullifies information regarding the authorisation (such as the bank code) on a particular transaction to ensure that it does not send any values/information for settlement. However, the information is only removed from the Protx system and may still remain active on the acquiring bank's system.

Even though an online reversal is sent when a VOID is performed, this does not guarantee that the shadow will be removed. Information on bank shadows can be found if you click here.

Once a Void has been performed, there is no way of reversing this and you will need to take another transaction in order to obtain the funds from the shopper.

If the transaction HAS NOT yet been sent for settlement, you will be able to VOID the transaction. This will cancel the transaction and not include it within the daily bank settlement file.

As the transaction HAS NOT been sent for settlement, your acquiring bank has not received any information about the payment and therefore the payment will not appear on the shopper's card statement.

A VOID can only be performed on a REAL-TIME PAYMENT, a MANUAL PAYMENT, a RELEASE, a REPEAT or a REFUND transaction and is the responsibility of the Vendor to perform.

By performing a VOID, you are essentially stopping the transaction's authorisation code from being forwarded to the acquiring bank for settlement. This would then result in the shopper not being charged. However, the shopper may still have a 'shadow' on their account for a very short period.

VOIDING a transaction can be done automatically by your server should you process a large volume of transactions or should you wish to automate the transaction process (for VSP Direct and VSP Server users only).

To perform this task automatically, you will be required to capture and store additional information which is sent to you from Protx with regards to the original (payment) transaction.

With this additional information you simply send a VOID POST request to our servers from yours:

(More information can be found by downloading the "VSP Server and Direct Shared Protocols" document)

N.B: This method is available ONLY to those that use our VSP Server or VSP Direct Payment solutions.

A VOID can also be performed via the VSP admin area for any transaction that has not yet been settled. Please be advised that once a transaction has been settled, you can no longer VOID it. The cut off point is midnight every night, after which the settlement files are forwarded to the respective acquiring banks. If the transaction has already been forwarded for settlement, you will need to Refund the payment.

Before logging on to your Protx VSP Admin account, you need to ensure that you have granted the Refund privilege to your 'User' that you intend to use to perform the Void.

Once logged on, you will need to find the transaction you wish to Void.

You can search for the transaction by using either of the search tools, 'The Daily transaction List' or the 'Find a Transaction', both from under 'Transactions' in the menu.

If you use the 'Daily Transaction List' as the search, then obviously you will need to have a fair idea of the date of the transaction and the name of the cardholder (shopper). The results of the search would then be displayed as shown below;

Click on the actual 'VendorTxCode' of the payment that needs voiding or refunding. If you wanted to Void Protx Test 0005 (as per the screenshot above), then you would click on 'VSPT-testvendor-060819141738-327'

The full transaction detail will now be displayed in a new browser window - If you scroll to the bottom of the page you should see a section of further options called 'Actions' (see screenshot below)

Click on the Void button

If the Void button is not displayed, it could mean one of two things;

•   You have not granted the User account with the Void privilege.
•   The transaction has already been forwarded for settlement and therefore cannot be Voided.

Once the Void button has been clicked you will be presented with a Void confirmation screen (screenshot shown below) - You will need to enter a Password in order to process the Void. This Password is that of the 'User' you are currently logged in as while performing the Void.

Now just click 'Void' button again

The Void request will now be processed and confirmed on screen.

Once the Void has been processed it will appear under the 'Failed Transactions' section.

The below screenshot shows the Void, performed above, in the 'Failed Transactions' section of the VSP Admin account.