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How to void a payment with Hotel Link Pay?

When a guest makes a booking, their card is charged immediately. If you need to cancel that charge, Hotel Link Pay allows you to void the payment to the guest with simple steps. This guide explains what a void is and walks you through how to complete one.

This function is only applied for Hotel Link Pay users. If you have not activated Hotel Link Pay, read this article. 

What is a void transaction?

When a booking is created with Hotel Link Pay, the guest's card is charged right away. If you need to cancel that charge for any reason (for example: due to a booking cancellation or an incorrect amount, etc.), you can void the payment. The payment will then return to the guest's card. 

To see how it differs from a refund transaction, read this article.

How it works

Void transactions can only be processed within a specific time window. Voids are available until 6 P.M. AEST (Australian Eastern Standard Time) for any charge made from 6 P.M. AEST the previous day. After this period, the transaction is settled and only refund transactions are possible.

Once confirmed, the void removes the transaction from your batch entirely. It will not appear on the guest's credit card statement. 

Step-by-step guide

To void a payment, please do as following:

  1. Go to the booking details.
  2. Scroll down to the payment section. In the payment section, find the transaction with a Received status that you want to void.
  3. Click the three-dot menu on the right side of the payment and select 'Void payment'.
  4. A confirmation dialog will appear showing the total booking amount to be voided. In the confirmation dialog, enter the reason for voiding the transaction. Check the box if you want to send a transaction email notification to the guest's email.
  5. Once done, click 'Void'.

The voided transaction will appear as following:

In case the void option is no longer available, you can refund the payment instead. Read this article to learn how to refund a payment with Hotel Link Pay.