Client made payment online but asked me to cancel the transaction. How do I cancel the payment?

Let me help you voiding or canceling a payment transaction, keith-jacobs.

When processing payment transactions, it'll be batch at 3:00 PM PT every business day. If you can void the transaction before the payment processing, you will avoid a fee. Learn more about processing times here. Here's how to void payment transactions:

1. Go to the Sales menu and select the Invoices tab.
2. Select the invoice you want to void the payment for.
3. From the invoice detail screen, select the payment made link.
4. Tick the date link.
5. Click the Transaction processed link.
6. Tap Refund.
7. Hit Yes, refund my customer.
8. Press OK on the Transaction successfully refunded screen.

For more details about this one, see the Void or refund customer payments in QuickBooks Online article. However, if you're trying to cancel a bill payment in Online Bill Pay, here's an article you can read for detailed information: Cancel or void payment cut-off timing in Online Bill Pay.

Just a heads up, you need to do this before the cut-off time, 3:00 PM Pacific Standard Time (PST). If you've already passed it, you would need to get in touch with our Merchant Services Team. They can pull up your account in a secure environment and process the cancellation for you.

I'd like to know how you get on after trying the steps, as I want to ensure this is resolved for you. Feel free to reply to this post and I'll get back to you. Take care always.