Direct debit payments can be cancelled, but only during a short period after the order was placed.
Note: Cancelling a DD payment is not the same as cancelling a DD authorisation
Click here for an explanation of the difference between a DD payment and a DD authorisation
How to check whether a DD payment can be cancelled
You can do this in WebCollect. Go the order page in the admin panel. Click on the Bill link to show the bill details, including whether the bill can retried or cancelled.
How to cancel the DD payment
You can cancel the payment by logging into your GoCardless account and cancelling the payment there. Click here for details on how to do this.
Once you have cancelled the payment in GoCardless, you can update the status of the order in WebCollect to cancelled.
What do I do if it can no longer be cancelled?
Unfortunately, it isn't usually possible to refund payments via GoCardless. You will need to refund the member by a different method. However, in some cases, GoCardless may be able to refund the payment for you, if you have an established transaction history. Click here for details.
Once you have refunded the customer, you can update the order status of the order in WebCollect to Cancelled, and then to order status Refund Given.
