Only The Recipient of Funds Can Reverse a Payment.
A void is available if the payment has not been processed. Payments are processed nightly at 8 PM Eastern Standard Time. Since the payment has not been processed, no transactions fees will be assessed.
A payment voided after 8 pm Eastern is considered a Refunded Payment and the processing fees will need to be covered by either the agency or the payer. Transaction fees are non-refundable. Therefore, you will incur any portion of the transaction fee that is refunded.
A refund is available from the time the payment is settled up to 6 months after the payment is made. Since the payment has been processed transaction fees are assessed.
- Full Refund: Refunds the total amount paid. Processing fees are not refundable. If you choose to refund the full amount, your agency will be covering the transaction fee.
- Net Refund: Refunds the total amount paid minus the payer fee.
- Partial Refund: Refunds a custom amount. This is most commonly used for prorated amounts if a policy is canceled.
How to Reverse a Payment
Questions? Contact Customer Support at firstname.lastname@example.org.