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How do I cancel a payment in AMS?

Follow these steps to cancel a payment before it settles

You can cancel a payment in AMS before it has settled, normally within 24 hours of processing. In AMS, the option used to cancel a payment is labelled Void.

Important: You can only cancel the full payment amount. Partial cancellations are not available. If the payment has already settled or the Void option is unavailable, process a refund instead. 

When a payment is voided, it is not completed. However, the shopper may still see a temporary pending authorisation until their card issuer releases it.

To cancel a payment in AMS:

1. Sign in to AMS.

2. From the menu on the left, select Gateway Transactions.

3. Search for and select the payment you want to cancel.

4. In the transaction Details view, select Void.

5. Select OK to confirm that you want to void the transaction.

6. Run a new transaction search and check that the transaction status shows that it has been voided or cancelled.

 Tip: Select a transaction to open its Details view. If the Void option does not appear, the payment may already have settled and may need to be refunded instead.