This article covers how to stop/cancel a pending payment
If a payment is in progress, you will need to cancel the payment before you are able to cancel off the invoice entirely.
Steps to cancel a pending payment
- Navigate to Home > Sales admin > Payments
- Find the payment you need to cancel
- Click on Cancel beside the payment in the Actions column
Cancelling a payment does not cancel the invoice. If a payment has been cancelled, the member can sign into their JoinIn account, and choose to pay the invoice again.
If you would like to cancel the invoice entirely, please click here for further guidance.
Why can't I cancel a payment?
If the payment processing has moved too far along the timeline, then you will be unable to cancel a payment. In this situation, your customer can contact their bank directly to request that the payment is cancelled (this is referred to as an indemnity claim), or you can allow the payment to complete, and arrange for a credit, or refund, for your customer.
Note: When a person claims indemnity on a Direct Debit payment, this will result in the mandate being cancelled.
Cancellation windows
GoCardless
Once a payment has initiated, you can cancel the payment up until 4.00pm GMT on the next working day.
London & Zurich
Once a payment has initiated, you can cancel the payment up until midnight on the same day.
PayPal
PayPal payments are processed immediately, so you will not have the option to cancel. In these cases, you will need to either apply a credit to the account owner or process a refund.