Void Failure Handling

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Within Cayan's APIs, voids are used to undo a previously processed transaction. Much like any other transaction in Cayan's API, there is a possibility that a void will fail to process. Some scenarios where this could occur are listed below. This article serves as a guide for how to handle those void failures, in an effort to ensure a more robust experience within our partners' integrated Point of Sale systems. 

Scenarios where voids can fail:

  • Different payment processors have different timeframes for how long a transaction is able to be voided. The most common void failure scenarios are:
    • When the transaction in question has been batched/settled OR
    • 24 hours has elapsed since the initial transaction was processed
  • Some payment processors have additional restrictions on voids. Below are some example scenarios that some processors prohibit: 
    • Voids that occur more than N minutes from the time of the sale.
    • Voids that occur more than N minutes from the time of the refund.
    • Voids of Post Authorizations.
    • Voids of Force Sales.

What Cayan recommends: 

In the event of a void failing, it is important to attempt alternative methods to ensure a cardholder's funds are returned to them. Typically when a void fails, it is not a reversible situation and it is unlikely that subsequent voids will be successful. Since additional voids are not likely to succeed, Cayan recommends that you:

  • Attempt to refund the transaction, if you have failed to void an authorization or sale
  • Attempt to issue a counter-sale, if you have failed to void a refund

These fallback options can be implemented automatically with your Point of Sale, or can be implemented as a prompt to the clerk that includes the option to refund when a void fails.

Please note that merchants may incur a charge (eg. a transaction fee) when issuing a refund or counter-sale. This is, however, preferable to not refunding the cardholder, as not returning their funds will likely lead to chargebacks filed against the merchant.

Special Scenarios:

The First Data RapidConnect platform is known to handle voids differently than most other payment processors. Specifically, RapidConnect's platform presently does not support:

  • Voids that occur more than 25 minutes from the time of the sale.
  • Voids that occur more than 25 minutes from the time of the refund.
  • Voids of Post Authorizations.
  • Voids of Force Sales.

Based on our merchants' experiences, it is relatively rare (but not uncommon) for merchants to void these particlar transactions. In order to prevent larger issues for our partners, Cayan has elected to enhance our gateway to automatically convert these first 3 void scenarios to refunds. Rather than having these voids fail, Cayan's gateway will process these requests as refunds if they occur within 24 hours of the original transaction. After this time, they will fail as any settled transaction would when a void is attempted. 

 

Please reach out to the Certification Engineering team for any questions/comments related to handling void failures by contacting integrations@cayan.com.