Refunds, voids, and reversals: the practical difference

A void cancels a payment before capture completes. A reversal releases an authorisation that will not be captured. A refund sends money back after a successful capture. The correct action depends on the payment state, not the mistake type.

Set expectations accurately

Show staff the live payment state and only the valid actions. Record who acted, why, the amount, and the provider reference. Tell the guest whether a pending hold should disappear or a posted refund will arrive later; bank timelines vary.

Reconcile each action to the original payment and settlement period. Never record a cash repayment as if the provider issued it.