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
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Click on the payments tab and click on payments
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Locate the payment in the list and open its individual record by clicking on it
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On the individual payment page, click on the three dots in the top right corner
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Click cancel payment
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Click Cancel payment in the pop-up window to confirm
Via the individual customer record
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If you're currently on the customer's individual record, scroll down to the payments section
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Then click on the arrow under Details next to the payment you wish to cancel
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On the individual payment page, click on the three dots in the top right corner
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Click cancel payment
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Click Cancel payment in the pop-up window to confirm