Cancelling a customer’s Direct Debit contract removes all upcoming payments and closes the agreement so no further collections can be taken. This is typically required when a customer ends their service, changes payment arrangements or no longer needs the contract to remain active. Once cancelled, the contract is immediately marked as inactive and all scheduled payments linked to it are stopped.
📌Note: If you're cancelling a Direct Debit after the payment submission deadline for an upcoming payment, the payment will still be submitted for collection.
📌Note: When cancelling the contract, a warning message will appear to inform you that this action will cancel the contract and stop all scheduled payments.
Cancel a contract within the customer panel
Click the Direct Debits tab on the left hand side.
Locate the relevant customer from the Customers/Contracts table.
Click the customer’s record to view their details.
Within the Contracts table, click the pencil icon for the relevant contract.
Under Amendment Type, select Cancel Contract.
Click Cancel Contract.
Cancel a contract via Amend Contract
Click the Direct Debits tab on the left hand side.
From the Quick Actions panel, select Amend Contract.
Click Choose a customer and search by name, email address or reference.
Click Choose a contract and select the active contract you wish to cancel.
Under Amendment Type, select Cancel Contract.
Click Cancel Contract.
Confirmation of a cancelled contract
Once the contract has been cancelled, a confirmation message will be displayed to confirm that the cancellation was successful. You can then verify the cancellation by following the steps below:
Click the Direct Debits tab on the left hand side.
Locate the relevant customer from the Customers/Contracts table.
Click the customer’s record to view their details.
In the Contracts table, the status of the contract will be reflected as Cancelled.