This help guide will explain what causes a payment to be cancelled and what steps you need to take to follow-up, depending on whether your contact has a pre-authorisation in place or not.
There are two main actions that would cause a payment to cancel:
- When a pre-authorisation on a contact’s record is cancelled while a payment is transacting – either by the member or by the administrator.
- When an administrator cancels a payment from within their GoCardless account before the payment is submitted.
Step 1: Check the pre-authorisation status on the contact’s record. You will find this just above ‘Payment History’ at the bottom of your contact’s record.
If the pre-authorisation status is ‘No’: The outstanding amount will show as outstanding in your contacts’ online account and in your financial reports as well. Your contact will need to log into their account and initiate payment again.
If the pre-authorisation status is ‘Yes’: You will need to purge the cancelled payment for the system to try and request payment again.
Step 3: From the ‘Payment History’ at the bottom of your contact’s record, click on ‘Details’ alongside the cancelled payment.
Step 4: In the window that will open, click on ‘Purge’ and this will push the payment through again.
Once you have followed the above steps you will have successfully resolved the cancelled payment(s).