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Refunds and Voids

Mistakes happen — a double charge, a wrong amount, an unhappy customer. The Transaction History page lets Administrators fix them, and Sales can issue refunds. Void a payment to cancel it the same day, or refund it to return money after the fact.

Who Can Access This​

RoleAccess Level
Super AdministratorFull access — view transactions, void, and refund
AdministratorFull access — view transactions, void, and refund
SalesView transactions and refund (no void)
Office, HR Admin, Payroll AdminNo access
TechnicianNo access
note

Charging and recording payments is Administrator only too. See Payments and Credits.

Overview​

Transaction History (titled Transactions Report on the page) is the master list of every card transaction your company has processed. Open Invoicing and select the Transactions Report card.

Four KPI cards across the top summarize your card activity for the selected date range and filters:

CardWhat it shows
TransactionsTotal number of transactions in view
Attempted TotalDollar total of non-refunded attempts (charge amount plus surcharge)
CapturedCount and dollar total of payments that completed and will be deposited
RefundedCount and dollar total of money returned to customers

Void or Refund — Which One?​

The difference is timing:

  • A void cancels a payment before it settles. The customer's card is never charged. Voids are only possible the same day, before the daily settlement runs.
  • A refund returns money after a payment has settled. The charge and the refund both appear on the customer's statement.

The rule of thumb: void same-day before settlement; refund after.

1. Find the Transaction​

  1. Open Transaction History in the office portal.
  2. Use the filters to narrow the list:
    • Status filter: All, Captured, Authorized, Refunded, Voided, or Declined
    • Date range: defaults to the last 90 days; pick a shorter or longer range as needed
    • Min $ / Max $: narrow the list to transactions within a dollar amount range
    • Search box: type in the field labeled Search name, reference, processor...
  3. If more transactions match than fit on screen, a banner reads "Showing first N of X transactions" — narrow your search or filters to see a specific one.
  4. Click Export to download the current filtered list as a CSV or Excel file.

Searching by the customer's name is usually fastest. If the customer gives you a receipt, search by the reference number instead.

2. Open the Transaction Details​

Click any row in the list. The Transaction Details drawer opens on the right. It shows the full picture of the transaction, and it holds the action buttons for voiding and refunding.

3. Void a Payment (Same Day)​

Voiding is available for authorized or captured payments that have not settled yet.

  1. Open the transaction in the Transaction Details drawer.
  2. Click Void Transaction.
  3. A warning dialog appears. It explains that the void cancels the full payment, including the card processing fee, and that the action "cannot be undone".
  4. Read the warning carefully, then confirm by clicking Void Transaction.

The transaction status changes to Voided. The customer's card is never charged, and nothing appears on their statement.

warning

A void always cancels the full payment, including the card processing fee. There is no partial void. If you only need to return part of a payment, wait for it to settle and issue a partial refund instead.

4. Refund a Payment (After Settlement)​

Refunds are available for captured payments that still have a refundable balance. You can refund the full amount or just part of it.

  1. Open the transaction in the Transaction Details drawer.
  2. Click Refund.
  3. The Refund Transaction dialog opens.
  4. Enter the amount to return. The dialog shows the ceiling as Maximum: $X — you cannot refund more than that.
  5. Or use the quick buttons to fill the amount for you: Full Amount, 50%, or 25%.
  6. Review the surcharge notice in the dialog so you know how the processing fee is handled.
  7. Confirm by clicking Refund $X.

The refund posts to the customer's card. Most refunds appear on the customer's statement within a few business days, depending on their bank.

Charge the customer again after a refund​

To bill the customer again, for example after a charge to the wrong card, charge the same invoice again. You don't need to create a new invoice. Once the refund is complete, the invoice balance shows what is due, and you can charge the correct card or post a payment. See Payments and Credits.

Partial Refunds​

Partial refunds are common and safe. Say a customer paid $200 but a room was skipped. Enter $50 in the Refund Transaction dialog, or click 25%, and confirm. The remaining $150 stays captured. You can issue more partial refunds later, up to the remaining maximum.

Discounting an Invoice That's Already Paid​

You can't add a discount to an invoice after it has been created. The Invoice Detail panel has no way to edit line items or add a discount.

To give a customer a service discount on a paid invoice, use a partial refund for the discount amount:

  1. Find the customer's payment in Transaction History and open it (see steps 1 and 2 above).
  2. Click Refund.
  3. Enter the discount amount, not the full payment. For example, enter $25 for a $25 discount.
  4. Confirm by clicking Refund $X.

Before you refund, keep in mind:

  • The invoice itself does not change. It keeps its original line items and total and still shows as Paid. The refund appears only in Transaction History. Pulse does not record it in QuickBooks, so if you use QuickBooks, record the refund there to keep your books matching.
  • Only payments charged through Pulse can be refunded. Cash and check payments that were recorded manually don't appear in Transaction History. Return that money outside Pulse.
  • The card processing fee is not refunded. Refunds apply to the base payment amount only.
  • Only Administrators and Sales can issue refunds. Voiding a transaction is Administrator only.
warning

Don't void and re-invoice to apply a discount. Deleting a paid invoice does not refund the customer's payment, so the money stays captured. If you also check Also void QuickBooks invoice, QuickBooks turns the payment into unapplied customer credit, and Pulse does not apply that credit to a new invoice. The new invoice then shows a balance due, and if you charge it, the customer pays twice. Delete an invoice only when it was created in error. See Voiding or Deleting an Invoice.

Tips and Best Practices​

  • Act fast on mistakes. Catch an error the same day and you can void it. The customer never sees the charge, and there is nothing to explain.
  • Prefer a void over a same-day refund. A void leaves no trace on the customer's statement. A refund shows two lines — the charge and the return.
  • Use the quick buttons for common amounts. Full Amount, 50%, and 25% are faster than typing and avoid decimal typos.
  • Read the surcharge notice before confirming a refund. Know how the processing fee is treated so the customer's refund matches what you promised.
  • Filter by Declined weekly. A quick pass over declined transactions catches billing problems before customers call you.
  • Note the transaction ID when you talk to customers. It is the fastest way to find the same transaction again later.

Troubleshooting​

IssueSolution
The Void Transaction button is not availableThe payment has likely already settled. Voids only work on authorized or captured payments before settlement. Issue a refund instead.
The Refund button is not availableThe transaction may not be captured, or its refundable balance may be zero. Check the status and any prior refunds in the Transaction Details drawer.
The dialog will not accept my refund amountThe amount is above the ceiling shown as Maximum: $X. Enter that amount or less.
I cannot find the transactionReset the status filter to All, clear the Min $ / Max $ fields, widen the date range, and search again by customer name or reference number in the Search name, reference, processor... box.
The customer says the refund has not arrivedRefunds usually post within a few business days. Timing depends on the customer's bank. Give it a few days, then have the customer check with their bank.
I voided the wrong transactionVoids cannot be undone. Charge the customer again through your normal invoicing flow to replace the cancelled payment.
The refunded amount and the surcharge do not match my mathReview the surcharge notice in the Refund Transaction dialog. It explains how the processing fee is handled on refunds.