How payment capture windows work
When a payment is authorized in Instinct, there is a window of time before that authorization is captured (settled). During this window, the payment can be voided. Once captured, the payment cannot be voided; it can only be refunded.
By default, Instinct Payments (powered by Adyen) are captured 2 hours after authorization. With per-location capture windows configured, different locations within your practice can have different capture delays. Capture windows can be set anywhere from 0 to 2 hours.
This applies to all Adyen credit/debit payment surfaces: card-not-present (direct entry, stored card, link to pay) and in-person terminal transactions.
Note: Capture windows are configured by the Instinct team—practice staff cannot adjust these settings directly in Instinct. |
What this means for voiding payments
A payment can be voided at any time before it is captured.
Voiding a payment before capture cancels the authorization—no funds are moved.
Once a payment is captured (settled), it cannot be voided. A refund is the only option at that point.
If your location has a longer capture window, staff have more time to void a payment before it settles.
Note: Interac debit payments (Canada) are not affected by capture window settings. Interac payments settle immediately at the time of authorization and cannot be voided; they can only be refunded. |
How to request a capture window change for your location
Capture window settings are managed by the Instinct Payments team through your Adyen configuration.
Contact Support via live chat, email [email protected], or reach the Instinct Payments team directly at [email protected].
Include the name of the location(s) you'd like updated and the capture window you're requesting. Capture windows cannot exceed 2 hours.
The Instinct team will confirm the change once it's applied.
Frequently asked questions
Why can't I void a payment I just took?
The payment may have already been captured (settled). If the capture window for your location has passed, the payment has settled and can no longer be voided—you'll need to process a refund instead.
What's the difference between a void and a refund?
A void cancels the charge before any funds move—the client is never charged, and there are no fees. A refund returns funds after the payment has settled, which can take a few business days (depending on the client’s financial institution) and may be subject to processing fees.
Does this affect all payment types?
Capture window settings apply to all Adyen debit and credit card payments—direct entry, stored cards, link to pay, and terminal transactions. Interac payments are not affected and always settle immediately.
Can different locations at my practice have different capture windows?
Yes. Capture windows are configured per merchant location.
Still need help?
For general questions, contact support via live chat or email [email protected]. To request a capture window change for your practice, email [email protected].