Voided Orders

At the time of the initial order, the charge is only pending or pre-authorized. We will only withdraw the charge after the fifth day of the customer's order. If the customer requests a refund within five days, we will void the order, preventing the withdrawal of funds. Therefore, the customer would not receive a refund since the charge has still not been taken out yet.

Example:

August 5 - The customer has placed an order and the payment is pending pre-authorization.

August 10 - The customer's card has been successfully charged.

If a customer requests a refund within the period August 5-9 and has been escalated, this will be considered a voided transaction and no refund will appear, since the charge has not yet been taken out from the card. If the refund is requested on or after August 10, the refund will be reflected, assuming the charge has already been taken out from the card. The date of the order creation and update should be the reference point when assessing this.

These screenshots show examples from customers with pending transactions from us:

• US Passport

• Travel - TSA/GE/SENTRI/NEXUS

• SSN

You can request that your customer verify if the charge is still pending or request a screenshot of the charge on their recent transactions.

If for Refund Request:

Once you have verified that the order is still eligible for canceling/voiding, you can submit a refund request macro "within 5 days order created", depending on the industry you are working in.

If the order is already refunded:

The macro that should be used for this situation is "Voided Order". This macro is specifically designed to be used when an order has been canceled and verified voided.

NOTE: Refer to the article Escalating Refunds and Refund Requests when processing a refund.