If you're cancelling a Direct Debit after the payment submission deadline for an upcoming payment, the payment will still be submitted for collection. It's also not possible to apply a cancellation code/reason when cancelling this way. To apply a cancellation code, please follow the Cancel and Archive process.
📌Note: If there are any upcoming ad-hoc payments in the customer's Payment History please ensure you delete these before cancelling the Direct Debit if they no longer need to be collected.
Cancel a Direct Debit manually
📌Note: This note will be needed for step 3. If you have Send 0C functionality enabled on your account, you'll see the option Pending to Cancel instead. This is an intermediary status which creates an 0C transaction for submission to BACS. As soon as the 0C is released into the submission file the status changes to Cancelled.
Search for the customer within the CUSTOMERS tab.
Enter key data in search fields such as Bank Reference or Surname.
Click View Customer the eye icon, this takes you to the customer's PROFILE.
Click the CONTRACTS tab.
On the contract row click the green cog icon and select Cancel from the dropdown.
From the Reason for cancellation dropdown select your Cancellation Code. The cancellation code is optional. The codes only appear in the account if it has been configured.
Click Cancel the Direct Debit.