Cancel Payment

Canceling a payment allows you to partially or fully reduce a payment amount. Canceling a payment may be useful when correcting data entry errors or when moving payments between accounts.

Canceling a payment removes the payment from the billing account and increases the billing account balance by the amount of the cancellation; it does not return funds to the customer.

You can cancel a payment and refund a customer at the same time by refunding a payment (refer to Refund Payment).

A payment can be canceled for a partial amount up to the full amount. If the payment has had a portion canceled previously, you can only cancel the remaining balance, which is shown the Eligible Amount to Cancel field. If the payment that is being canceled is applied to invoices, the payment application will be reversed, and the status of the affected invoices will be Open.

The following payment methods are supported for cancel payments:

  • Cash

  • Check

  • Credit Card

  • Custom

  • Direct Debit

  • Pay w/ PayPal

  • SEPA Direct Debit EM

  • Wire Transfer

After a payment is canceled, any payment allocations from invoices and billing account balances are removed. The following changes are made to the payment and the associated account and invoice:

  • Status changes to CANCELED.

  • The account balance increases by the amount of the canceled payment.

  • The open invoice balance increases by the amount of the canceled payment.

For example, if a payment of $500 is created on Account A and needs to pay two invoices, $300 on Account A and $200 on Account B, you could do the either following:

  • Fully cancel the payment and enter two new payments on each account:

    • Cancel the full $500 payment on Account A to show $0.

    • Create a new $300 payment on Account A.

    • Create a new $200 payment on Account B.

  • Partially cancel the payment and enter one new payment on Account B.

    • Cancel $200 of the $500 payment on Account A to show $300.

    • Create a new $200 payment on Account B.

Complete the following steps to cancel a payment:

If you know the Payment number, you can search for it in the Payments module and open the Payment Details window. Skip to this step. Refer to Search Feature for more information about using Search.

  1. Select Customer Billing from the Gotransverse application menu Module menu icon.

    You may see a Customers and an Accounts tab or just the Accounts window, depending on the value for the Allow Multi-Customer Accounts Billing system setting. The Allow Multi-Customer Accounts system setting must be set to True to see both tabs. If this system setting is set to False, you will only see the Accounts window while in the Customers module. Refer to System Settings for more information about configuring system settings.

  2. Select a customer from the list or search for a customer from the Search field to open the Customer Summary window.

    To quickly access a customer or billing account, click thequick search icon icon on the title bar (on either the Customers or Accounts window) and enter part of the customer or billing account name. If you do not see the Accounts tab, you can still search for a billing account from the Customers window by entering part of the number in the Search field. You can also bookmark regularly-used pages. Refer to Search Feature for more information.

    Customers Window

    Customers Window

    Click the collapse icon icon in the left pane to hide it. Click the icon to open it.

    You can manage which columns display in any table with a Configure or Columns button by clicking the button and selecting desired columns. In addition. If the table includes a Filter button, you can filter the table contents. If the table includes an Export button, you can export visible table contents (up to 50) to a CSV (comma-separated values) file. Refer to Data Tables for more information about using these features.

  3. On the Customers window, select an account to open the Customer Summary window.

    Customer Summary Window

    Customer Summary Window

  4. On the Customer Summary window, select an account on the Accounts tab to open the Account Details window.

    Customer Account Window

    Account Details Window

  5. If the Allow Multi-Customer Accounts Billing system setting is set to False, the Account Details window will be slightly different. It will include three additional detail tabs: Addresses, Phone Numbers, and Emails.

    Account Details Window - Allow Multi-Customer Accounts System Setting is False

    Account Details Window - Allow Multi-Customer Accounts System Setting is False

  6. Click the Payments tab to open the Payments window.

    Payments Tab

    Payments Window

  7. On the Payments window, complete one of the following:

    1. For the payment you wish to cancel, click the in the Actions column and select Cancel to open the Cancel Payment window.

      Actions Menu Option - Cancel Option

      Actions Menu Option - Cancel Option

    2. OR, select a payment from the Payments data table to open a Payment Details window and select Cancel from the Payment drop-down menu to open the Cancel Payment window.

      Cancel Option

      Payment Drop-down Menu - Payment Application Option

  8. On the Cancel Payment window, complete the required and relevant fields. The Eligible Amount to Cancel field displays the total amount that you can cancel. You can cancel up to that amount.

    Cancel Payment Window

    Cancel Payment Window

    Required fields are marked with an asterisk.

    • Cancel Amount — Enter the amount to cancel up to the Eligible Amount to Cancel.

    • Cancel Reason* — Select the reason for canceling the payment.

    • Cancel Date — Select the date when the payment should be canceled.

    • Cancel Payment Note — Enter additional information about the payment cancellation.

  9. Click Yes to proceed with canceling the payment.