PAYMENT221: Void refused
What this means
Cancelling a sale asks your store to void each payment on the order. At least one of those was refused, and your store answered to say so — this is not a dropped connection.
That money is still held on the customer's card, or still counted in the till. The payments that could not be voided are named on the log row, because "some of it came back" is not something a merchant can act on.
Your data
Money moved and has not come back. The named payments are still held and have to be returned by hand.
Troubleshoot
At the till — do this before the customer leaves:
- Read the payment ids on the log row: those are the ones still held.
- Tell the customer what has and has not been reversed before they leave.
- Try the cancellation again if the refusal looks temporary.
On the store — for the site administrator:
- Open the order in WooCommerce and refund the named payments through your normal refund process.
- An authorization that is never captured usually falls off the card on its own, but the timing belongs to the bank — check before telling a customer it has gone.
- Do not treat the sale as reversed until every named payment is settled.