Transactions can only be voided on the same day it was processed. Our terminals automatically batch transactions daily around 11:00 pm EST, so once a batch has been settled, the option to void is no longer available. At that point, you will need to perform a refund.

For instructions on how to refund a payment, please click HERE.

To void a transaction, please follow the instructions below:

Step 1: From the Dashboard, click the [Search Payments] button, under the "Payments" section. 

Step 2: Search and find the transaction that needs to be voided.

Step 3: On the right side of the report, click the [Void] button.

Step 4: The Voider Tool will open in a new window. You may add a comment here (optional). Once finished, click [Process $X Void]. Click [OK] to proceed. 

Step 5:  After the void is processed, the receipt will be displayed. Click the company logo at the top of the receipt to print it. Although you voided the transaction, the original funds are noted on the customer's account as a "Pending" Transaction. The funds will not be debited from their account, and the hold on those funds will automatically fall off the customer's account within 24-72 hours. If the patient is concerned, you may print off their voided receipt and ask them kindly to take the receipt to their bank to lift the funds.

Step 6: Upon review of your [Posted Payment Report], you will see the [Voided] transaction details.

Effective 10/1/19:

In order to process card-present-swiped transactions (USB Swiper, CP Mobile Swiper & EMV Chip Terminal), our Retail merchant account is required and has merchant fees associated with it. Optionally, if you purchase a single EMV Chip Card Terminal, there is a $9/mo network service fee added to your subscription dues. Additional terminals are $3/mo for the same Cash Practice Membership.

EMV Terminals come with a 30-Day Money-Back Guarantee. Items must be returned in new condition in their original packaging, postmarked within 30 days of purchase. There is a $50 restocking fee for each EMV terminal returned. Refunds (less the restocking fee) will be posted against the original payment within 10 business days of receipt of return. The merchant will be responsible for all return shipping fees. For assistance with returns, merchants will need to contact our Merchant Services Dept at (877) 343-8950 x105. There is a 1-year manufacturer's warranty for out-of-the-box equipment failure. Additionally, Cash Practice provides an additional 1-year warranty for out-of-the-box equipment failure (increasing the warranty period to a total of 2 years). If the terminal has failed within the warranty period and cannot be repaired, a replacement will be provided. In the event, a terminal fails after the warranty period but less than 3 years since purchase, a new terminal can be purchased at a reduced cost. Physical damage of any kind is not covered. The manufacturer does offer repairs on non-covered issues for a fee. Merchants will need to contact our Merchant Services Dept for assistance at (877) 343-8950 x105.