How to cancel a payment? – Paystand Help Center

Follow this process to cancel a payment. We have important considerations in order to be able to void a payment.

IMPORTANT CONSIDERATIONS

• This will only work with ACH and bank-to-bank payments.
• Credit Card payments can not be void; they must be refunded.
• We can void a payment made before 3 pm PST.
• We can only void the payment if the ticket is submitted to support early enough to be executed before 3 pm PST that day.
• If the payment is voided before 3 pm PST, the funds will not be withdrawn from the payer's bank account.

If you need to void a payment, please Submit a Request to our Support team.

Next steps

After requesting a cancellation for payment, the following transfer report will contain a refund that will represent this adjustment.

In NetSuite, you need to create a refund record for that payment and report it to the Support Team so we can register the refund to the voided payment and have the transfer report match.

How to Create a Stand-Alone Refund Record (NetSuite)

Follow these steps to create a stand-alone refund record in NetSuite:

1. Access the Refund Screen
   Navigate to: Transactions > Customers > Issue Customer Refund
2. Select the Customer
   Identify and select the appropriate customer.
3. Apply the Original Payment
   Under the Apply subtab, locate the relevant payment and check the box to apply it.
4. Select Refund Method
   Choose a refund method such as check or credit card.

Note: Do not select any Paystand-specific refund methods for this manual process.
5. Refund Handling
Set the refund Account to Undeposited Funds.
6. Finalize the Refund
Click Save to complete the refund record.

Important Reminder

Please avoid manually deleting the voided transaction in NetSuite.