NetSuite - Payment cancellations
Cancel the payment in GoCardless with no additional action
Cancel the payment in GoCardless while crediting or voiding the invoice
GoCardless payments can be cancelled while the payment is in the “Pending submission” status.
Cancel the payment in GoCardless with no additional action
If you’d like to cancel a GoCardless payment without crediting or voiding the invoice, you should cancel the payment directly within your GoCardless dashboard. The “cancelled” payment status will be updated on the GoCardless > Transaction subtab as a result, but no other action will be taken. You can then retry the invoice payment as needed using the “Retry payment” button.
Cancel the payment in GoCardless while crediting or voiding the invoice
If you’d like to credit or void an invoice while canceling the GoCardless payment at the same time, the below process can be followed.
To cancel a GoCardless payment, you can use the “Cancel payment” button on the invoice. This button will only be available for selection while the payment is in the “Pending submission” status.
Once the cancellation request is processed, the “payment status” on the invoice will transition from “Pending submission” to “Cancelled”:
When this occurs, the handling will depend on your NetSuite accounting settings - specifically whether the “Void Transactions Using Reversing Journals” setting is enabled or disabled.
When the “Void Transactions Using Reversing Journals” setting is enabled, a credit memo will be created against the invoice to represent the cancellation, and the invoice will be marked as “Paid in full” as a result:
Troubleshooting missing credit memos:
If a credit memo fails to be created when the Cancel Payment button is used and the "Void Transactions Using Reversing Journals" setting is enabled, it could be due to the following:
- Custom mandatory fields on Credit Memos - If you have custom mandatory fields to the Credit Memo form that the integration doesn't populate, NetSuite may reject the credit memo creation. The integration creates credit memos with a minimal set of fields (entity, GoCardless account, and line items sourced from the original invoice). Any additional required fields can cause a creation failure. The “Ignore Mandatory Fields” flag is set to true to prevent these types of issues, but this flag does not bypass all validations (for example, server-side script validation rules). Please review and verify whether there are any credit memo validations that wouldn’t be prevented by the“Ignore Mandatory Fields” setting before using this functionality.
- Closed or locked accounting periods - If the posting period is locked, NetSuite will reject the Credit Memo record creation.
Note, if the credit memo fails to be created, the GoCardless payment won’t be cancelled. You can manually cancel the payment in your GoCardless dashboard if this occurs.
When the “Void Transactions Using Reversing Journals” setting is disabled, the invoice will be Voided:
Troubleshooting unvoided invoices:
If your invoice fails to be voided when the Cancel Payment button is used & the "Void Transactions Using Reversing Journals" setting is disabled, it could be due to the following:
- Closed accounting periods affecting invoice void - if the invoice's original posting period is locked, NetSuite may not permit the void.
Note, if the invoice void fails, the GoCardless payment won’t be cancelled. You can manually cancel the payment in your GoCardless dashboard if this occurs.
Data flow - payment cancellations