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Cancelling a Loaded Direct Debit or ACH Payment

There are times when a payment is triggered accidentally or for the wrong amount. This guide explains how to attempt a cancellation before the funds are officially processed by the gateway.

Payments via WorldPay (Payrix) are generally picked up for processing by Payrix at approximately 10:00 a.m. AEST and again at 2:00 p.m. AEST. GoCardless payments are typically processed at the close of the business day.

1. The "Window of Opportunity"

Whether you can cancel a payment depends entirely on its current status. Once a payment is sent to the bank, it cannot be stopped and must be handled as a refund instead.

  • Eligibility: You can only cancel a transaction if it is still in the "Loaded" status. If the status has moved to "Pending" or "Settling," the cancellation window has closed.

2. How to Cancel a Transaction

  1. Navigate to Recurring Payments > Transactions -> Select Transaction

  2. Locate the specific customer transaction you wish to stop.

  3. Click on the Transaction Entry to open the details.

  4. Look for the "Cancel Payment" button.

    • Note: If this button is not visible, the payment has already been picked up by the gateway for processing.

3. Understanding the Outcome

  • Successful Cancellation: If the request is accepted by the gateway, the transaction status in Cloud Depot will change to Failed. No funds will be drawn from the customer's account.

  • Unsuccessful Cancellation: If the gateway has already initiated the transfer, the cancellation will fail. The payment will proceed as normal, and you will need to issue a Manual Refund to the customer once the funds have settled in your account.

4. Best Practices to Avoid Accidental Payments

To minimize the need for emergency cancellations, we recommend:

  • Reviewing the Payment Window: Setting your Auto Payment Window to a time when your staff is active and can spot errors.