Refunds & Voids

Overview

There are two ways to reverse a transaction:

• VOID → Cancels a transaction before it is finalized
• REFUND → Returns money after a transaction has been completed

Using the correct method ensures accurate reporting and proper handling of customer payments.

VOID vs REFUND

VOID

A void cancels a transaction on the same day before settlement.

• The payment is never fully processed
• Funds are not captured from the customer
• The customer will not see a refund, only that the charge disappears or does not post

✅ Use a VOID when:

• The transaction was made today
• There was a mistake (wrong item, duplicate charge, incorrect amount)

REFUND

A refund returns money after the transaction has settled.

• The payment has already been processed
• Funds are sent back to the customer
• The customer will see a separate refund transaction

✅ Use a REFUND when:

• The transaction was made on a previous day
• The charge has already been settled
• Example: Refunding a season pass purchased earlier in the week

Credit vs Debit Card Rules (Stripe)

Credit Cards

• Refunds can be processed without the card present
• Funds are returned to the original card via Stripe

Debit Cards

• Refunds must be processed in person with the card present
• The card is required to complete the refund back to the customer’s account

⚠️ If the customer is not present:

• You cannot refund back to the debit card remotely
• Options:
  • Have the customer return with their card
  • OR refund using another method (e.g., cash), if allowed by your internal policy
• Always document alternative refunds for reconciliation

Does a VOID Issue a Refund?

No.

A void does not process a refund. It simply cancels the transaction before funds are captured.

Reporting Impact

• The original sale remains on the date it was created
• The refund appears on the date it is processed

Example

• Purchase made: April 1
• Refund processed: April 10

Result:

• Sale appears on April 1 reports
• Refund appears on April 10 reports

This ensures accurate financial tracking and audit history.

Standard Operating Procedure

Follow this process across all locations:

1. Same-day issue → VOID the transaction
2. Previous-day issue → Process a REFUND
3. Credit card refunds can be completed without the card present
4. Debit card refunds must be completed in person with the card
5. Always process refunds from the original order when possible

Best Practices

• Always verify the original payment method before processing a refund
• Use voids whenever possible (same-day) to avoid unnecessary refund processing
• Ensure staff understand that refunds impact the day they are processed, not the original sale date
• Keep clear documentation for any manual or alternate refunds