Our payments functionality is constantly being improved and our ability to cancel payments are currently limited.
Cancelling future payments on an active proposal.
To cancel any future recurring payments from being collected, simply mark the proposal as complete. Full details on this process are outlined here in our Completing or Cancelling a proposal article.
Cancelling Direct Debit payments already in process
Direct Debit/ACH payments are processed within the day. There is a small window where we can cancel a direct debit payment and because of this, we highly recommend submitting the request right after the collection has started. We will try to catch the payment request before it is processed by our payment provider. You can send a message with all the relevant details to [email protected]
Note: We can't guarantee if the payment can be cancelled as we don't have a definite time frame on how long it takes before our payment provider starts processing. This depends on how soon our provider is able to pick up the payment request which can be very random.
Cancelling Credit Card payments already in process
Credit Card payments are processed immediately and because of this, they can't be cancelled. In case a credit card payment was not supposed to be collected but has been processed, we recommend giving the client a refund outside Practice Ignition - e.g. bank transfer.
Cancelling ACH payments for bank accounts that haven't been verified yet (USA Only)
For users based in the USA, we are able to provide this as an in-app functionality for ACH payments given that the client's bank account has not yet been verified. This is because the actual collection will not start until the account has been verified.
You can either
- Open the proposal then click into the Invoices & Payments tab. You will see the invoice with the status Verifying.
- Click on the word Verifying and you will get a slider from the right. Click on Actions and then click on Delete.
- Go into Payments then into the Verifying tab.
- Click on a payment that you wish to delete and you will get a slider from the right. Click on Actions and then click on Delete.
This will permanently delete the payment and stop the collection process. It will also delete the queued verification email if it has not yet been sent to the client.