If an ad hoc payment no longer shows the option to amend or delete, it means the cut‑off for making changes has passed and the payment is already moving through the collection process. At this stage, the system blocks any further edits or cancellations to ensure the payment is processed correctly.
You can still take the following actions:
Please reach out to our support team and request to speak to an agent so we can review the payment and advise on next steps.
Ask your customer to speak to their bank to see if they can bounce or stop the payment before it is taken.
Refund the customer once you have confirmed the payment has been successfully collected, if this is the most suitable option.
📌Note: Once payments have been submitted to Bacs for processing, which happens one working day before the collection date, they can no longer be withdrawn or amended. This is a standard Bacs rule that applies to all Direct Debit submissions.