This article shows you how to void (cancel) transactions made by mistake or with incorrect details in different system parts.
Important:
- Payments made through payment gateways cannot be voided. You can only void authorizations. If a payment was processed through a payment gateway, you can only refund it;
- If you are using Cloudbeds Payments - you cannot void processed payments;
- When you void a transaction, the transaction voided will be displayed on folio in pink and the balance due is updated. The details of the void are recorded in the Transactions Report on exactly the day it was done.
- It is better to void a transaction on the same day it is made to ensure your financial reports are correct.
- Not all payment gateways allow voiding - check this information with your payment gateway provider. Those that enable voiding allow it only before the transaction has settled. The timeline depends strictly on the gateway rules.
- Refund Recorded transactions are not voidable. These entries only document a refund and do not process any money. If posted in error, correct the folio using an offsetting payment or adjustment (see FAQ below).
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 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:
Frequently asked questions
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
It is not possible to void the transaction after 24 hours of posting a charge, and refund records are not voidable either.
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.
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.
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