Refund or Void a Payment: Access, Timing, Status, and Limits

Learn how to find the original payment, choose the correct transaction, submit an eligible refund or void, and understand what happens next.

Overview

A void stops an eligible payment before it settles. A refund returns money after a payment has completed or settled. The action available to you depends on the transaction status, payment method, payment gateway, and your access.

Important: Always open the original transaction and confirm the amount and payment method before you continue. If an order contains more than one payment, make sure you select the card transaction rather than a cash or check line.

Before you start

Confirm that you are authorized to issue refunds or voids. If the refund action is unavailable, contact a Business Administrator or another authorized manager at your dealership.
Gather the repair order (RO) or invoice number, transaction date, amount, payment method, and the last four digits of the card when available.
Confirm whether you need to return the full payment or only part of it.

Refund or void the payment

Go to Payments » Order Status.
Search for the Order Number and find the row with the correct result.
Select Details under the Actions column to review the individual transactions associated with the order.
Match the transaction date, amount, and payment method to the payment you intend to reverse.
If multiple transactions appear, make sure to select the refund action for the correct transaction. The refund button will appear under Actions as this icon:
In the refund window, confirm or enter the amount to return. For a partial refund, enter only the amount that should be returned. Note: if transaction is from the same day, Void amount will auto-populate and not be editable.
Complete the verification shown and confirm the action.
Review the transaction details again to confirm that the refund or void was submitted for the intended payment.

Expected result: The transaction details reflect the submitted refund or void. The exact status and processing time can vary by payment gateway and the customer’s bank.

When to void VS refund a Transaction

Situation	What to do
The payment has not settled and a void action is available	Use the void action shown for the original transaction.
The payment has completed or settled	Use a refund when the refund action is available.
You need to return only part of the payment	Use a partial refund. Some transactions must settle before a partial refund becomes available.
You are unsure which action applies	Do not submit multiple attempts. Review the transaction status or contact myKaarma Support.

The action available to you depends on the transaction status, payment method, payment gateway, and your access.

After you submit the refund

A completed refund generally cannot be canceled. If money must be collected again, create a new charge using your dealership’s approved payment process.
After the refund completes in myKaarma, the customer’s bank controls when the funds appear in the customer’s account. This usually takes between 5-10 business days from the time the refund is initiated.
A pending bank entry does not by itself confirm that the refund is complete. Use the status shown in the transaction details.
If the customer needs a tracking reference, contact myKaarma Support to ask whether an Acquirer Reference Number (ARN) or another gateway reference is available.

Troubleshooting

The refund action is missing

Confirm that you opened the original payment and that your user has refund access. The action can also be unavailable because of the transaction status, payment method, gateway, or dealership-specific restrictions.

The transaction cannot be found

Confirm the RO or invoice number, date, amount, and payment method. Older transactions or transactions processed through a previous payment gateway may require help from myKaarma Support.

You see an invalid transaction type or the wrong tender

Return to the transaction list and verify that you selected the card payment rather than a cash or check line. Do not submit another refund until you confirm the correct transaction.

Verification fails

If password, multi-factor authentication (MFA), or refund-code verification fails, stop and contact your Business Administrator or myKaarma Support. Include a screenshot of the message, but do not include a full card number.

You see duplicate payments

Compare the amount, timestamp, payment method, and status of each transaction before taking action. Contact myKaarma Support if you cannot determine which transaction should be refunded.

Contact myKaarma Support

Include the RO or invoice number, transaction date, amount, payment method, last four digits when available, screenshot of the status or error, and whether the issue affects one transaction or multiple transactions.

View payment transaction details