How to void transactions

Mariia Korostashevych

Updated February 19, 2026 13:18

This article shows you how to void (cancel) transactions made by mistake or with incorrect details in different system parts.

Important:

Payment Gateways: Most payments processed through a gateway (including Cloudbeds Payments) cannot be voided once they are processed. You must issue a Refund instead.
Settlement Windows: Some gateways allow a void only before the transaction has "settled" (usually the same day). Check with your provider for their specific rules.
Refund Records: "Recorded" refund entries (which are just notes of a refund made outside the system) cannot be voided. If posted in error, you must use an offsetting adjustment.
Special Rules for Cash Transactions
To maintain financial integrity, the system has strict cutoffs for voiding cash payments. You can only void a cash payment if BOTH of these conditions are true:
- The payment was made AFTER the latest Night Audit. Night Audit acts as a permanent cutoff. If the accounting batch for that day has already closed, the system will block the void to protect your financial history.
- The Cash Drawer shift is still OPEN. If the payment was recorded in a cash drawer, that shift must still be active. You cannot void a payment from a drawer that has already been finalized and closed.

If you have already run the Night Audit OR closed your cash drawer shift, the system will refuse the void.

Void transactions in Cloudbeds PMS

In the Reservation Folio:

Go to the corresponding Reservation Folio
Click the gear icon next to the transaction you'd like to cancel
Click Void Transaction
Click Void Payment

The voided transaction will be displayed on folio in pink:

The void is logged inside the Reservation Activity, and the Balance Due will be updated accordingly:

Learn more about Reservation Folio: Reservation Folio - Everything you need to know

In House Accounts

Inside the House Account, locate the transaction that you'd like to cancel
Click the gear icon next to the transaction
Click Void
Click Continue

The details of the void are displayed in red with the voided amount:

❓Why is the "Void" option missing? If you don't see the option to void, it is likely because the transaction has already settled with your gateway, the Night Audit has been completed, or the specific Cash Drawer shift has been closed.

❓What should I do if I can't void? If a void is no longer possible due to the rules above, you should perform an Adjustment or a Refund to balance the folio. This ensures there is a clear "paper trail" for your accounting team.

Frequently asked questions

1. Is it possible to void cash payments?

Yes. However, you can only void cash payments within 24 hours of the posting time. If the window time has passed, you must create an adjusted charge to correct the balance. Learn more in the following article: How to Adjust Charge / Add Adjustment to a Reservation

2. Is it possible to void a payment via the payment gateway?

Payments made via a payment gateway cannot be voided; once the transaction has been settled, it can only be refunded. Learn more here: Refunding and Adjusting Posted Transactions

3. When is it not possible to void a transaction?

It is not possible to void the transaction after 24 hours of posting a charge, and refund records are not voidable either.

4. How do I cancel a scheduled payment?

To cancel a scheduled payment to be processed by the payment gateway, see article: How to Cancel a Scheduled Payment

5. Why is the gear icon missing on a transaction?

The gear icon only appears on transactions that can still be voided. If the icon is missing, one of the following applies:

Permissions: Your user role must include the permission 'Void transactions'. If it is disabled, the gear icon will be hidden for all voidable items. Only the property owner can grant permissions.
Screen layout: On smaller screens, the action column may be off to the right. Scroll horizontally or zoom out to confirm whether the icon is simply off-screen.
The transaction is locked: Some transactions become read-only and cannot be voided. Examples include:
Refund Recorded transactions (these are non-voidable once created): Transactions included in invoices, credit notes, or after the 24-hour void window for cash/charges. When a transaction is locked, the system automatically hides the gear icon.

6. How to fix an unwanted Refund Recorded transaction when the gear icon is missing?

Refund Recorded lines cannot be voided. If they were added by mistake and created an incorrect folio balance, you can correct the balance by posting an offsetting entry:

Option 1 - Post an offsetting payment

Add a new payment using the same payment type.
Select Record previous payment (Don’t charge) so no real transaction is sent.
Enter the same amount as the Refund Recorded line.

This brings the folio balance back to zero.

Option 2 - Add a positive adjustment

Click to Add Adjustment.
Enter the refund amount as a positive value.
Select the same revenue code as the original item. This keeps the audit trail clean while restoring the correct balance.

These methods ensure accurate folio balances when a refund recorded line cannot be voided.