Void option greyed out for all Payments transactions

Owned by Knowledge Assistant
Apr 01, 2024
1 min read
Description of Issue

When viewing the ellipse options for any transaction record in Payments Admin, the option to Void/Refund is greyed out.

Context

  • Payments

  • Admin Center

  • Portico

Cause

User permissions do not allow Voids/Refunds. 

Resolution

  1. Navigate to Payments Home > Administrative Tools > Permissions. 

  2. Select User permissions. 

  3. Identify the Role of the User. 

  4. Go to Roles tab. 

  5. Edit the Role.

  6. Enable Void/Refund transaction under Payment Settings. 

  7. Update.

  8. Go to the User Permissions tab. 

  9. Click Edit on the user. 

  10. Click yes when prompted. 

Additional Information

Note that any transaction originating from Utilities Access cannot be voided through Payments Admin. Rather, these should be voided through the Orbital Virtual Terminal. The link below contains instructions for logging into Orbital and processing a Void. 

Chase Paymentech Online and Orbital Virtual Terminal - Payments Knowledge Base