Refund vs. void: Key differences every merchant should know

Picture this: A customer makes a purchase, but minutes later, they realize they ordered the wrong item or accidentally duplicated their order. As a merchant, you now have two choices—issue a refund or void the transaction. While both actions aim to reverse the purchase, the timing, process, and impact on your business can vary significantly.

Understanding the difference between refunds and voids isn’t just a technicality; it’s essential for making quick, efficient decisions that can save your business from unnecessary fees and keep your customers happy. This article explores how refunds and voids work, when to use each, and how a payment orchestration solution can streamline these processes to improve your payment operations.

What is a refund?

A refund is a payment reversal that occurs after a transaction has been fully processed. When a customer requests a refund, it means they’ve been charged, and the money has already been deducted from their account and deposited into the merchant’s account. At this point, the only way to return the funds to the customer is to initiate a refund.

How refunds work

1. Customer Request: A refund begins when a customer contacts the merchant to request their money back, often due to dissatisfaction with the product or service, a mistaken purchase, or an error in billing.
2. Refund Initiation: The merchant approves the refund and instructs their payment gateway or processor to reverse the transaction.
3. Processor and Bank Communication: The payment processor communicates with the card networks (e.g., Visa, Mastercard) and the customer’s issuing bank to process the refund.
4. Money Transfer: The amount is then debited from the merchant’s account and credited back to the customer’s account. Depending on the payment method and the banks involved, this can take anywhere from a few days to over a week.

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What is a void?

A void is a payment cancellation that occurs before the transaction is fully processed. If a merchant voids a transaction, it means the payment authorization has been obtained, but the transaction has not yet settled. In this case, the funds never leave the customer’s account, so there is no need for a refund—essentially, the payment is “canceled” before it’s completed.

How voids work

1. Customer Request or Merchant Error: A void is typically initiated when a customer changes their mind about a purchase or when a merchant notices an error before the transaction is finalized.
2. Void Request: The merchant submits a void request through their payment processor or gateway, signaling that the transaction should not be completed.
3. Authorization Hold Released: Since the transaction was never finalized, the issuing bank releases the authorization hold placed on the customer’s account, and the funds are never transferred to the merchant.

Key differences between refunds and voids

While refunds and voids both involve reversing a transaction, they differ in terms of timing, processing, and financial implications. Understanding these distinctions helps merchants handle payment issues more effectively.

1. Timing

• Refund: Happens after the transaction has been fully processed and the money has been transferred from the customer’s account to the merchant’s account.
• Void: Happens before the transaction is finalized, during the authorization stage, meaning the funds never actually leave the customer’s account.

2. Financial Flow

• Refund: The merchant must return the funds that have already been deposited into their account, which can take several days to process.
• Void: The funds are not yet transferred, so the transaction is simply canceled, and no money changes hands.

3. Processing Time

• Refund: The customer may not see the refunded amount for several days, depending on their bank or payment method.
• Void: The void usually takes effect immediately or within 24 hours, as the transaction never reaches the settlement stage.

4. Fees

• Refund: Merchants are often still responsible for the transaction fees (e.g., processing fees), even if they issue a refund. This is because the payment was already processed, and fees were incurred.
• Void: Typically, no fees are charged for voids because the transaction was never completed. However, some payment processors may still charge a small fee for the authorization process.

When should you use a refund?

There are specific scenarios where a refund is the appropriate action. Merchants should consider issuing a refund when:

1. The Transaction is Already Settled: If the payment has already been processed and the funds are in your account, issuing a refund is the only option to return money to the customer.
2. Customer Dissatisfaction: If a customer is unhappy with the product or service, offering a refund is a way to resolve the issue and maintain goodwill.
3. Billing Errors: Mistakes such as overcharging or duplicate transactions can be rectified by issuing a refund after the error is discovered.
4. Post-Purchase Cancellations: If a customer cancels an order after the payment has already been processed, a refund is necessary to return the funds.

When should you use a void?

Voiding a transaction is often preferable to issuing a refund because it’s quicker, avoids fees, and doesn’t involve actual funds moving between accounts. Use a void when:

1. Transaction is Still in Authorization: If the payment hasn’t been finalized and is still in the authorization stage, a void will cancel the transaction without the funds being transferred.
2. Immediate Customer Request: If the customer changes their mind immediately after making a purchase, voiding the transaction is the most efficient way to handle the situation.
3. Merchant Error Detected Quickly: If a merchant notices an error—such as incorrect pricing or product selection—before the payment is processed, voiding the transaction can save time and fees.

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The role of payment orchestration in managing refunds and voids

Handling refunds and voids efficiently can be challenging for merchants, especially those dealing with multiple payment processors, currencies, and regions. This is where payment orchestration comes in to simplify the process.

Payment orchestration platforms allow businesses to manage refunds, voids, and other payment processes from a single, unified system. Instead of manually handling refunds or voids with each payment processor, an orchestration platform automates and optimizes these processes, reducing the risk of errors and improving the customer experience.

Benefits of using payment orchestration for refunds and voids:

1. Centralized Control: Merchants can manage all refunds and voids across multiple payment processors from one platform, eliminating the need to log into different systems for each transaction.
2. Automated Workflows: Payment orchestration platforms automate the process of voiding transactions and issuing refunds, saving merchants time and reducing the likelihood of human error.
3. Smart Transaction Routing: If a transaction needs to be voided or refunded, the payment orchestration platform can automatically route it through the most efficient payment processor, minimizing costs and delays.
4. Real-Time Monitoring: Payment orchestration allows merchants to track refunds and voids in real time, ensuring that issues are resolved quickly and customers are kept informed.
5. Enhanced Security: By centralizing payment management, orchestration platforms ensure that all transactions—whether processed, refunded, or voided—are handled securely and comply with industry regulations like PCI DSS.

How refunds and voids affect your business

Both refunds and voids can impact a merchant’s bottom line, but in different ways. Here’s how each can affect your business:

1. Impact on Cash Flow

• Refunds: Since a refund involves returning funds that have already been deposited into your account, it directly impacts your cash flow. If refunds are frequent, it could lead to cash flow shortages.
• Voids: Voids have a minimal impact on cash flow because the funds never actually reach your account.

2. Customer Relationships

• Refunds: While issuing a refund can resolve a customer complaint, it often signals that something went wrong. Merchants should aim to minimize refunds by ensuring quality products, accurate billing, and clear communication.
• Voids: Voiding a transaction is less likely to harm customer relationships because the payment was never fully processed. It also demonstrates quick action to address any issues before the customer is charged.

3. Fees and Costs

• Refunds: Merchants usually have to pay processing fees even when issuing refunds. These fees can add up if refunds are frequent, so it’s important to minimize refund requests by improving the checkout experience and ensuring customer satisfaction.
• Voids: Voids generally don’t incur processing fees, making them a more cost-effective option when applicable.

FAQs about refunds and voids

Can a voided transaction be refunded?

• No, voided transactions don’t need to be refunded because the funds were never transferred. Voiding cancels the transaction before any money moves between accounts.

How long does it take for a refund to process?

• Refunds typically take 3 to 5 business days, depending on the customer’s bank and the payment method used. Some payment methods, like credit cards, may take longer.

Why would a void be declined?

• A void may be declined if the transaction has already been processed and is no longer in the authorization stage. In this case, a refund would be required instead.

Do merchants lose money on refunds?

• Yes, merchants often lose money on refunds due to processing fees that are not refunded by the payment processor or card network.

Can refunds or voids be automated?

• Yes, payment orchestration platforms can automate the process of issuing refunds and voids, making it easier to manage and track these transactions across different payment processors.

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Understanding the difference between refunds and voids is essential for merchants looking to efficiently manage their transactions and maintain a positive customer experience. While both involve reversing a payment, the timing, financial implications, and fees differ significantly. Using payment orchestration to manage refunds and voids can streamline the process, reduce costs, and ensure that merchants can handle these issues with ease and efficiency.

To learn more about how Gr4vy’s payment orchestration platform can help simplify your refund and void processes, contact us today to book a demo and discover how we can improve your payment workflows.