Navigation: Contact’s Record
You have up to 4:30 pm the working day after a payment has been initiated to cancel a Direct Debit payment from within your GoCardless account.
This help article outlines the steps to check when the payment was initiated and what to do to cancel the payment in your GoCardless account.
Step 1: Go to the contact’s record and scroll down to the ‘Payment History’ section.
Step 2: Click on ‘Details’ alongside the pending payment you wish to check.
Step 3: The window that opens will show the details of the transaction, including the transaction date (date of initiation) and the Transaction ID.
Copy the ‘Transaction ID’.
Step 4: Log in to your GoCardless account and paste the transaction ID into the search bar.
Step 5: Once you have found the payment in your GoCardless account, click on it to open its overview page. If the payment is in the above time frame, you will find the cancel button at the top of the page. Clicking ‘Cancel’ will bring up a confirmation page to confirm you wish to cancel the payment.
Step 6: Once you have cancelled the payment in your GoCardless account, the payment status in LoveAdmin will update and show as ‘Cancelled/Failed/Chargeback’ in your financial reports and will revert to ‘Outstanding’. This usually takes a few minutes to update.
Once the status has updated, you will be able to either delete the outstanding payment request or edit the amount outstanding.
If a contact has pre-authorised payments active on their account, you will need to ‘Purge’ the payment to push the request through again. If they do not have an active pre-authorisation, the contact will need to log in to their online account to make the payment again.