Void transactions

The void action allows undoing a transaction and requesting a refund for the shopper, according to the rules of the payment method used.

You can void transactions in two ways:

• Individually, to void a single transaction;
• In batch, to void multiple transactions at once.

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Void a transaction

Use individual void to cancel a single transaction.

1. Find the desired transaction;
2. Open the transaction details;
3. Click Cancelar;

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Full void

Full void requests the entire refund amount for the transaction.

• Select Cancelar;

• Click Continuar;

3. Check the transaction details and the amount that will be canceled.
4. Click Continuar;

5. Review the displayed information;
6. Click Cancelar;

7. Complete the operation authentication in the Cielo Gestão app;

After authentication, the request is processed and the system displays the operation result.

To learn about possible outcomes, check the Void results section.

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Partial void

Partial void allows you to request a refund of only part of the transaction amount.

1. Select Cancelamento parcial and click Continuar;

2. Enter the amount you want to void for the transaction and click Continuar;

3. Review the displayed data;
4. Click Cancelar;
5. Complete the operation authentication in the Cielo Gestão app.

After authentication, the request is processed and the system displays the operation result.

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Void results

After the request is processed, the system may display one of the following outcomes:

Success

The void was successfully completed.

Partial success

In this case, the system shows the transactions that were not voided and their respective amounts, so the void can be performed again if necessary.

Error

The void could not be completed.

Check the transaction details and try again. If the problem persists, contact Cielo Support.

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Void transactions in batch

Use batch void to cancel multiple transactions at once.

1. Go to E-commerce > Transaçõe;
2. Select Opções em lote > Cancelamento;

The system enters void mode and displays only the transactions available for this operation.

3. Select the transactions you want to void;
4. Click Cancelar transações;

5. Choose the void type:

   • Cancelamento total;

   • Cancelamento parcial;

After choosing the void type, the process follows the same steps described in Void a transaction.

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Transaction history

Access the transaction history to view the events recorded during payment processing.

1. Find the desired transaction;
2. Open the transaction details;
3. Go to the Histórico da transação tab.

In the history, you can track the transaction progress and view information such as:

• Status recorded at each stage;
• Date of event occurrences;
• Return code and message;
• Identifier of the request associated with the operation.