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How do I cancel a payment?

When a payment is processing, you’ll need to cancel it first if you wish to apply a credit note or cancel the invoice.

 

Steps:

  • Navigate to Sales admin > Payments
  • Locate the payment you wish to cancel
  • Click ‘Cancel’ in the ‘Actions’ column on the far right of the payment
  • ‘Confirm’ to finish

Important: Cancelling a payment does not cancel the invoice – a user can still login to their Thrive4 account and pay the invoice again.

For more information on cancelling invoices, click here.

 

Why can’t I cancel a payment?

If a payment is too far along the processing timeline, you won’t be able to cancel it. In this situation, your customer can contact their bank directly to request that the payment is cancelled, or you can allow the payment to complete then offer a credit note or refund.

 

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.