Cancelling a customer

If your relationship with a customer changes or ends, you may wish to cancel them from your GoCardless account to reflect this change and ensure no further payments can be collected. 

There are primarily two ways to do this via your dashboard, each with slightly different implications.

i). Cancel the customer’s record
ii). Cancel the customer’s mandate

i). Cancel the customer’s record

Cancelling the customer’s record disables all active authorisations tied to that record, along with any active subscriptions and/or unsubmitted payments created for them.

1. Click Customers or locate your customer via the search bar

2. Select the customer

3. Click on the three dots in the top right corner and select cancel

4. Confirm by clicking Cancel customer

ii). Cancel the customer’s mandate

Cancelling a customer’s mandate cancels only the selected mandate (authorisation) itself, resulting in no further payments able to be collected through it. If the customer has any additional (or duplicate) mandates still active within that record, payments will continue to be collected from their account if created individually or via an active subscription.

1. Click Customers or locate your customer via the search bar

2. Select the customer

3. Click on their bank account

4. Click on the mandate you wish the cancel

5. Click Cancel

6. Confirm by clicking Cancel mandate