In the event a Pre Authorisation/Sale/Refund has been processed incorrectly this article will help guide you on how to cancel the transaction via the ANYpay Reporting Portal
1. Log into your ANYpay account then navigate to "Control" then "Find Transaction"
2. Input the relevant search criteria to locate the PreAuthorisation/Sale/Refund in question.
3. At the bottom of the page the search results should be presented.
4.If the transaction has a status of "SettlementPending" the transaction has not yet been sent to the bank for settlement, the option available to cancel the transaction should then be available. If the transaction has a status of "SettlementComplete" then the transaction has been settled with the bank so can no longer be cancelled.
Please note that for PXF Acquirers there are two separate formats for POS and WebPortal transactions:
POS processes everything for PXF in GICC format
WebPortal processes everything directly to the gateway in KAAI format
The impact this has is that once a payment has been initiated for example as a POS (GICC Format) payment it can only be cancelled/reversed using the same format i.e only in POS. This is the same vice versa. So WebPortal (KAAI Format) payments can only be reversed/cancelled in the WebPortal.
This is due to how Worldline interpret these requests from us and unfortunately cannot be changed.
If you do not have the 'cancel' option available, please contact the PXP Support Team via any of the below options for further assistance.
Email - support@pxp.io
Phone - +44 (0) 203 885 0598