Void Transactions in Lighthouse Transaction Manager (United States)

Description: Learn how to void transactions in Lighthouse Transaction Manager (LTM). 

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Note: If you cannot perform the required function, you will need to speak to your user issuer or Account Administrator about adding this privilege to your user credentials. 

For more information, please reference Adjust Transactions, Refund Transactions, or Duplicate or Reprocess Transactions. 

Warning: Transactions that are adjusted, voided, or processed in Lighthouse Transaction Manager (LTM) directly do not report back to the interface system that processed the original authorization or sale request. This means there could be a discrepancy between the system reports if changes are made directly as the interface reporting is bypassed.

You need to note adjustments made in your reporting documentation for the batch settlement. If an adjustment that reports in both systems is needed, speak to your interface provider as to how to perform this adjustment in your software.

Delete/Void a Transaction

Should a transaction be identified as no longer needed, you can remove the transaction before settlement. If the transaction is settled in a previous batch, then a refund needs to be issued instead. Continue with the steps below to delete/void your transaction.

Voided transactions move into Archives every time a batch in LTM is closed. The voided transactions will stay in Archives for six months, after which they are pruned from the system.

1. Log in to your Lighthouse Transaction Manager User Account.
2. Navigate to the Transactions tab.
3. Select Current Transactions and use the Search box to search for the transaction invoice number or the card's last four digits. (*XXXX).
4. Once you locate the invoice, select it to edit it, then select Edit at the top right, then Delete/Void.
   
5. You will receive a Void Voucher that can be printed if needed.
   

View the Voided Transaction

1. Navigate to the Transactions tab.
2. Select Current Transactions and use the search box on this page to search for the transaction with the card's last four digits (*XXXX). 
3. Once entered, select the magnifying glass and select either Quick Search or Advanced Search.
   Important: Only the previous seven days are searched when using Quick Search. 
   
   

Internal:

Voiding Transactions Via Grid

When merchants reach out for assistance with voiding large groups of transactions in Lighthouse Transaction Manager (LTM), agents should follow the below process to ensure the request is properly documented and completed.

Warning: 

• Customer Service Level 1 agents need supervisor approval before completing any actions using Grid View. Customer Service Level 1.5 agents and above do not need additional approval.
• Work completed using the grid must be well-documented in the corresponding Salesforce case.
• When an action is taken, it is permanent.
• Transactions voided in error will need to be cloned in order to be reinstated. Cloning does not guarantee approval or funding.

If you have any questions on using Grid, please review Use Grid View in Lighthouse Transaction Manager and contact your supervisor with any additional questions.

Initial Request Evaluation

When a merchant requests to void aged transactions, agents need to confirm the number of transactions and the date range of the transactions they wish to void. 

Note: If the total number of transactions exceeds 100 or the transactions are older than 90 days, escalate to Management for leadership notification and approval.

Important: Only an Account Administrator can acknowledge they understand the void risk details below. See the Caller Verification Matrix for questions on verifying the administrator.

Written/Verbal Merchant Warning 

Clearly inform the merchant that some cardholders may see new activity on their statements due to how some issuing banks process voids. Explain that this can lead to card holder confusion, which can result in calls to the property, or chargebacks, even though no actual new charges occur.

Document the Merchant Acknowledged This Warning

The merchant acknowledged the verbal warning that deleting old transactions manually could increase their chargeback risk and lead to cardholders contacting the property, as it may trigger transaction notifications from issuing banks.

Processing Options

Once the merchant confirms they understand the risks and that they still wish to proceed, there are two paths:

Option 1: Manual Deletion in LTM

• Transactions are voided manually by the support agent.
• This may cause visible activity on cardholder statements.
• Risk of inbound inquiries or chargebacks is higher.

Option 2: Backend Deletion via Development Team

• Engages the development team to clear the transactions in the backend, meaning they will be completely removed from LTM.
• Avoids statement activity, reducing merchant risk.
• Has to be planned at least 4 weeks in advance to give enough time for the development team.

Steps for Backend Deletion:

• Create a Jira ticket to Payment Admins that includes:
  • A list of relevant gateway serial numbers
  • An agreed cut-off date where all transactions before this date will be deleted. 
• Request the ticket be assigned to Ilya Dubinsky.

Note: This method is a temporary solution, as development is actively working on an automated process expected to be completed in Q4 2025.