In this article you'll learn how to cancel an individual payment. You can also view the process in action if you'd prefer.
Individual payments can be cancelled within the GoCardless dashboard any time up until 4pm, two working days before the charge date. The is the cut off point where payments are submitted to the banking system for processing and so can no longer by cancelled.
For example, if a payment is due to be charged to a customer on a Thursday, the cut-off point for cancelling the payment will be 4pm on Tuesday, two working days earlier.
1. To cancel a payment, first locate it within your dashboard. There are several ways you can do this:
a). If you know the name of the customer, either find them via the Customers page of your dashboard or using the search bar at the top. Then click on their name to navigate to their individual overview page in your dashboard. Then scroll down to the payments section at the bottom and click on the payment you would like to cancel.
b). If you know the description you used for the payment e.g. an invoice number, enter this into the search bar, hit enter...
... and then the payment should appear.
Click on the payment entry to open it's overview page.
c). Search for the payment via the Payments page of your dashboard. Click Payments in the left menu bar to open this page.
Once you've found the payment, click on it to open it's overview page.
Whichever method you choose to find the payment, once you've navigated to the payment's overview page you should see something like this.
Notice that the payment status is "pending submission". This is the only status where you can cancel a payment. Once it has changed to "submitted" it can no longer be cancelled.
2. Click on the red Cancel button in the top right...
3. ... and then confirm by clicking the Cancel payment button in the window that opens.
Once a payment has been cancelled, it's status will change to reflect this. You'll also see that the coloured dot next to the payment has changed from yellow to red.