Frequently Asked Questions

Why can't I refund an order?
Last Updated 5 years ago


The Pre-authorization Completion process runs every two hours, beginning at midnight as follows EDT 12am, 2am, 4am, 6am, 8am, 10am, 12pm 2pm, 4pm, 6pm 8pm, 10pm and make a note that the time changes with day light standard time EST 1am, 3am, 5am, 7am, 9am, 11am, 1pm, 3pm, 5pm, 7pm, 9pm, 11pm.

For more information on PreAuth refer to the Help Library.

One important note the SandBox environment is not completely accurate to the every two hours from midnight like the production environment, so the validation for the receipt number and GUID is always the best method to know the completion is sent correctly. PreAuth transaction are guaranteed funds for seven days.


In order to create a credit memo (refund) on this module you must wait 15 minutes once the order has been invoiced.

Note when an order has been placed using a coupon code the time varies. It could take up to 45 minutes or longer in order for the refund process to be approved.

This is just the way Elavon handles these situations. This is not an error or bug in the module.

In summary, as a general rule, please wait 4 hours after a pre-auth to do any void or cancellations or refunds.

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