Managing Voids and Refunds in Maya Checkout

Overview

Maya Checkout supports Void and Refund transactions through both the Maya Business Manager, Maya Manager 1.0, and the API.

This guide explains:

• When and how you can Void or Refund a payment.
• The rules and cut-off times developers must enforce.
• How funds are credited back to the customer, depending on the payment method.

Enabling Void and Refund in Maya Checkout

1. Contact your assigned Maya Relationship Manager to enable Void and Refund in your Maya Checkout.
2. Once approved, process voids and refunds manually via Maya Manager or implement void and refund programmatically using the APIs.

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Handling for One-time Charge

Void a Checkout Transaction

• Use a Void when you want to cancel a checkout transaction on the same day before 11:59 PM (GMT+8).
• Voids apply to the full transaction only (no partial voids).
• Once voided, the hold amount is released instantly.

Example:

• Transaction date: Jan 6, 2022, 9:00 AM GMT+8
• Can be voided until: Jan 6, 2022, 11:59 PM GMT+8

Refund a Checkout Transaction

• Refunds are available the day after the transaction, starting 12:00 AM (GMT+8).
• Refunds can be processed within 180 days of the transaction.
• For transactions beyond 180 days but within 1 year, manual refunds may be requested via the Merchant After-Sales Team.
• Partial refunds are supported.

Example:

• Transaction date: Jan 6, 2022, 9:00 AM GMT+8
• Eligible for Refund: Jan 7, 2022, 12:00 AM (GMT+8) up to 180 days after

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Handling for Auth and Capture

Void an Authorized Payment

Use when you want to release an authorized hold (before capture).

Conditions:

• Authorization intent is still in AUTHORIZED state
• Authorization hold has not expired (CAPTURE_HOLD_EXPIRED not reached)
• No capture intent exists for that authorization

Result: Authorization transitions to VOIDED

Void a Captured Payment

• A capture intent in PAYMENT_SUCCESS can only be voided on the same day before 12:00 AM (GMT+8).
• Once voided, the capture intent transitions to VOIDED.
• If all capture intents are voided, the authorization intent reverts to AUTHORIZED.

Refund a Captured Payment

• Refunds are available after the 12:00 AM (GMT+8) cut-off.
• When refunded:
  • Capture intent → REFUNDED
  • Authorization intent → remains in DONE

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Crediting of Refunds

The time for the refunded amount to reflect in the customer’s account depends on the payment method and the policies of the issuing bank or e-wallet provider.

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Monitoring Voids and Refunds

• Void and refund requests are processed synchronously.
• The API response status is final.
• Transactions are also reflected in Maya Manager → Transactions list.
• Use these APIs for reconciliation:
  • Retrieve Payment via ID
• Retrieve Payment via Request Reference Number

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FAQs

Q: Can I void after the cut-off time (12:00 AM GMT+8)?

A: No. You must issue a refund instead.

Q: Can I refund partial amounts?

A: Yes, as long as the total refunded does not exceed the original transaction amount.

Q: How long before customers see the refund?

A: It depends on their issuing bank or e-wallet processing times.

Q: What happens to expired authorizations?

A: If the hold expires before capture or void, the funds are automatically released.

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Next Steps

• Review the Authorize (Hold) and Capture Payments in Maya Checkout if your integration uses delayed captures
• Ensure your integration enforces cut-off times and refund windows
• Explore the Configuring Your Webhook for Maya Checkout to monitor payment status updates in real time
• Test voids and refunds in Sandbox before going live