How to void a transaction (Desk 5000 / Move 5000)

To void a transaction on a Desk 5000 or Move 5000, press the Void icon on the home screen, find the transaction, and confirm the void. You can only void a transaction before it has settled (been sent for payment when the batch closes). Once it has settled, do a refund instead.

  • Applies to: Ingenico Desk 5000, Move 5000 (Canada)
  • You’ll need: a transaction that has not settled yet, and the password if prompted
On this page

How do I void a transaction?

  1. Press on Void icon from home screen (or press Enter to get to main menu and press Void)
  2. Enter password if prompted
  3. Select how to locate the transaction to void
    • 1- All
    • 2- Reference #
    • 3- Server #
    • 4- Invoice #
    • 5- Account #
    • 6- Cust PO #
    • 7- Approval Code

    i.e. Select 1 and press down arrow until you locate the transaction. OR Select 7 and enter the approval code

  4. Press green icon to select transaction
  5. Confirm Void

    If card is present: pass terminal to cardholder to insert or swipe card and enter PIN if prompted

    Terminal will display Approved or Declined and print receipt

  6. Select Yes to print a customer copy

Common questions

What’s the difference between a void and a refund?

A void cancels a transaction that hasn’t settled yet. Once it has settled, you can’t void it; do a refund instead.

I can’t find the transaction I want to void. What now?

If it has already settled, it can’t be voided, so use a refund. Otherwise, try a different way to locate it, for example by approval code (option 7). If you’re still stuck, contact Cartis at 1-888-712-0770.

Updated November 2, 2026

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