Cancelling payments

A single payment, created individually or as part of a recurring subscription, can only be cancelled whilst it is pending submission. The timeframe in which a payment will be in this state will vary according to the parameters set when creating the payment (i.e. if a charge date was specified or created to collect as soon as possible), along with the Direct Debit scheme through which the payment is being processed.

Once a payment has been submitted for processing it can no longer be cancelled and the next course of action would be to organise a refund with the customer following confirmation of the funds having been received.

There are two ways to cancel a payment:

Via the payments tab

1. Click on the payments tab and click on payments

2. Locate the payment in the list and open its individual record by clicking on it

3. On the individual payment page, click on the three dots in the top right corner 

4. Click cancel payment

5. Click Cancel payment in the pop-up window to confirm

Via the individual customer record

1. If you're currently on the customer's individual record, scroll down to the payments section

2. Then click on the arrow under Details next to the payment you wish to cancel

3. On the individual payment page, click on the three dots in the top  right corner

4. Click cancel payment

5. Click Cancel payment in the pop-up window to confirm