This article provides instruction and information on the following:

How to void a transaction

  1. In Paladin, on the top ribbon, select the Customers module.
  2. Scan or enter a customer name In the Customer box.
  3. Press Enter.

Note: If the customer does not have an account, select 0-Cash Sale.

  1. Open the Credit tab.
  2. In the Sales History section, click the magnifying glass.
  3. Highlight the transaction to be voided, then click Void.
  4. In the Administrator Login box, enter the admin password, then click Done.
  5. Call the payment processing company to have the charges reversed.


  • If the customer wants to cancel the sale after getting partial approval for a debit card transaction, it may take up to 10 days for the bank to return cancelled funds to that account.
  • Multi-store: You cannot void a transaction that was created in a different store because the inventory must be “returned” to the store where the transaction was originally created. Database replication does not handle this scenario.

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Credit card processor cannot void a payment

In Paladin’s Invoice/Quote module, during checkout, when a cashier tries to cancel an approved credit card payment, and the credit card processor cannot void the payment, the message shown in Figure 1 appears. The message is informational only. After the cashier clicks F8 OK, the screen clears, and the event is recorded in the store’s transaction history. These events appear in all transaction reports so they can be recognized and resolved during daily reconciliation.

Figure 1: Credit Card Processing window/Voiding Credit card payment alert

Important: If you see this message, the payment has not been removed from the customer’s credit card account. To return the money to the customer and reconcile your store’s card payments, you must contact your credit card processor and request that they remove the payment from your daily processing batch.

This scenario occurs more often with older credit card devices because they use older encryption methods and cannot connect to more modern processing platforms. If you are receiving this message frequently, consider upgrading your payment terminal. Contact Paladin Customer Support (1-800-725-2346, option 2 or for upgrade options.

Best Practice: Daily reconciliation of credit and gift card purchases

To maintain accurate store accounts, and to catch and fix problems before they affect your business and customer relationships, you must reconcile your Paladin gift and credit card sales with your credit card processor’s records every business day. Although electronic credit card processing systems are generally reliable, issues do, and will, occur.

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Failed VOID caused by a canceled payment card transaction

During daily credit card reconciliation, you may notice a failed VOID by the payment card’s issuing bank. 

When a cashier cancels the checkout process during the payment tender process, all credit card payment amounts that have been completed and approved for that customer will be automatically resubmitted to the store’s credit card platform as VOIDS. The VOID will cancel the prior approval(s). However, a VOID does not guarantee that the credit card payment was refunded. To determine how your credit card processor responds to a voided credit card transaction, you must contact them.

If the card processing platform did not respond to the VOID, it probably did not process it.  A failed VOID has the following characteristics:

  • The charge appears in the credit card platform’s report.
  • The charge does not appear in Paladin’s daily credit card report.

To view failed voids:

  1. In Paladin, on the top ribbon, select the Reports module.
  2. In the Report Area pane, select Sales Analysis > What I Need To Know.
  3. In the Report List pane, click Transaction Report.
  4. In the Choose Report pane, click F12 Next.
  5. In the Transaction Report window, in the Report Settings pane, in the Invoice Date row, enter dates in the Beginning and Ending boxes.
  6. In the Report Settings pane, enter beginning and ending dates for any other data that you want in your report.
  7. In the Additional Settings pane, select Credit Card from the Payment Method list.
  8. In the Additional Settings pane, select NoteField from the Keyword Search list.
  9. In the text box next to the Keyword Search list, enter: VOID
  10. In the Sorting Options pane, click F12 Run Report.

A PDF file of the report opens.


  • A VOID does not mean that the credit card purchase is refunded. To determine how voided credit card transactions are handled, contact the credit card processor. 
  • It may take several days for VOIDS to a debit card to be refunded to the account by the issuing bank.

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How to create a Voided Transaction report

This following describes how to create a report of voided transactions. This report shows the content of the original invoice, the employee ID used to perform the void, and the dollar amount of the original transaction. All quantities, costs, retails, and extensions remain zero.

  1. In Paladin, from the top ribbon, select the Reports module.
  2.  In the Report Area pane, select Sales Analysis > What I Need To Know.
  3. In the Report List pane, select Transaction Report.
  4. In the Choose Report pane, click F12 Next.
  5. In Transaction Report window, in the Report Settings pane, in the InvoiceDate row, click the arrow to
    select a Beginning date and an Ending date.
  6. In the Additional Settings pane, in the Keyword Search list, select NoteField.
  7. In the box next to Note Field, enter Voided.
  8. In the Sorting Options pane, click F12 Run Report.

On the bottom of the Transaction Report window, a Writing Report progress bar appears. When this action is complete, Report Complete is shown, and a PDF of the report opens.


  • The Beginning and Ending date range should include the date the invoice was created, not the date it was voided.
  • If you enter a customer account number to void an invoice, the result will not appear in a search by account number.
  • If you void an invoice in a period of time that has already been balanced and reported to the general ledger, the general ledger and Paladin will be out of balance.
  • If you void a transaction that was paid by CHARGE (or a Payment on Account) on a prior day, it will remove the transaction from accounts receivable and cause the daily reconciliation with the general
    ledger to be out of balance. 
  • If you void a transaction paid by credit card, it will not issue a refund or reverse the amount that was charged to the credit card.
  • If you write a reversal invoice, use the current date to offset or reverse an unwanted invoice that was recorded in Paladin on a previous date.
  • Do not void the original invoice.

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How to create a Voided Credit Card Transaction report

This report is typically used for auditing purposes and employee reviews over a specific time period. It shows the salesperson, terminal, time, last four digits of the credit card number, and the original invoice amount.  Each invoice will be clearly marked as a voided credit card transaction.

  1. In Paladin, on the top ribbon, select the Reports module.
  2. In the Report Area pane, select Sales Analysis > What I Need To Know.
  3. In the Report List pane, click Transaction Report.
  4. In the Choose Report pane, click F12 Next.
  5. In the Transaction Report window, in the Report Settings pane, in the Invoice Date row, enter dates in the Beginning and Ending boxes.
  6. In the Report Settings pane, enter beginning and ending dates for any other data that you want in your report.
  7. In the Additional Settings pane, in the Payment Method list, select Credit Card.
  8. Check Search Invoice Amounts.
  9. Select Equal To, and then select 0.00 in the list box.
  10. In the Sorting Options pane, click F12 Run Report.

A PDF of the report opens.

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Voiding a transaction creates an SOH history entry

The Stock on Hand (SOH) History viewer shows a history of inventory item SOH changes from purchase orders, special orders, EDI processes, voided transactions, and manual receiving. When you void a completed transaction, a SOH History entry is created for each item on the voided invoice.

To open the SOH History viewer for an inventory item:

  1. In Paladin, on the top ribbon, select the Inventory module.
  2. Find and display the inventory item.
  3. Click the magnifying glass next to Stock On Hand.

Figure 2 shows an example SOH History entry for an item on a voided transaction. The information includes the Date and Time that the transaction was voided, the Employee who voided it, the amount returned to SOH (QTY Rcvd), and the resulting SOH value.

Figure 2: SOH History window

Note: If you need to void a transaction, we recommend that you void it the same day that you created it and before daily reports are run and your store’s accounts receivable processing occurs.

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If you have questions or suggestions about this information, contact

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Printed on: 9/28/23