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.
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Click Customers or locate your customer via the search bar
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Select the customer
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Click on the three dots in the top right corner and select cancel
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Confirm by clicking Cancel customer
Please note that this will cancel all active mandates associated with the customer record.
ii). Cancel the customer’s mandate
If your customer has more than one mandate, then you can cancel a specific mandate whilst keeping the other(s) active by following the steps below:
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Click Customers or locate your customer via the search bar
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Select the customer
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Click on their bank account
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Click on the mandate you wish the cancel
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Click on the three dots in the top right corner and select cancel mandate
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Confirm by clicking Cancel mandate
Please note that cancelling a customer’s mandate cancels only the selected mandate (authorisation) itself, resulting in no further payments being 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.