Need to void a tenant's payment? Follow the instructions below!
Log in to Propay using the magic login link
When the Propay Dashboard is open, click on the “Reports” tab
Under the Reports tab, you’ll want to select “Transaction Report”
Once in the Transaction Report, you’ll want to select the date range.
Scroll down, and under “Pending Transactions”, look for the tenant’s payment and click the “Trans #”
Scroll down, and if there is a VOID button then the transaction is still voidable, if not then the transaction is already processing.
If you are going with the refund, we recommend waiting at least 7-10 business days before processing the refund. Transactions still processing/pending could potentially fail or return on the tenant’s side.
Note: If the "Void" button doesn't appear on the dashboard, then the payment has already started processing and cannot be voided from your dashboard. Additionally, credit card payments cannot be voided due to their faster processing time.