What’s the difference between a void and a refund?

Both voids and refunds return money to your customer, but they work differently depending on when you process them.

Void - cancels a transaction on the same day, before the daily settlement cutoff (20:00). The transaction is reversed instantly and the customer’s funds are released immediately. It’s as if the transaction never happened.

Refund - returns money after the transaction has already been settled (typically the next business day). Refunds take 3–5 business days to appear in the customer’s account.

How it works on your terminal

• If you reverse a transaction on the same day before 20:00, the terminal will show a Void button. This is instant.
• From the next day onwards, the terminal will show a Refund button instead. This takes 3 - 5 business days.
• A void always cancels the full amount. For a partial return on the same day, you’ll need to use the refund option (available on the latest app version).

Tip: If a customer asks for a return on the same day, processing it before the 20:00 cutoff as a void means they’ll get their money back right away.

Need more help?

If you are still having trouble, reach out to Stitch Express support and we will get you sorted.