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Cancel a pending transaction on an invoice

Tags:invoicefactuurcancelannulerenpendingtransactiontransactiepayment pagebetaalpaginadirect debitdomiciliëringcollectioninningin progress

When a direct debit transaction linked to an invoice has been submitted to the bank, the invoice moves to In Progress status. On the customer-facing payment page, this same state is shown as Pending — with the scheduled collection date and a button to cancel the transaction.

This gives your customer a self-service option to stop a collection before the bank processes it, without needing to contact you.

What the customer sees

When a customer opens the invoice payment page and the invoice is Pending:

  • The page shows the scheduled collection date.
  • A Cancel button is available to stop the pending transaction.
  • If you have online payment methods enabled on the profile, the customer can also choose to pay immediately via another method.

How the customer cancels

  1. The customer opens the invoice payment page via the link in the invitation email.
  2. The page shows Pending status with the expected collection date.
  3. The customer clicks Cancel.
  4. The payment page reloads and shows the available payment options.
Cancellation is only possible before the bank processes the transaction. Once the collection is underway, the cancel option is no longer shown.

What happens after cancellation

  • The transaction is removed from the collection batch.
  • The invoice returns to Booked status — or Expired if the due date has already passed.
  • The customer can then pay via an alternative method directly from the payment page.
The cancellation is recorded in the invoice event log. Navigate to the invoice detail page and open the Events tab to see it.

Enabling or disabling the cancel option

Whether customers can cancel a pending transaction is controlled per profile. To change this setting:

  1. Navigate to Settings in the left-hand navigation menu.
  2. Open the Profiles tab.
  3. Click the profile you want to configure.
  4. Open the Invoices tab.
  5. Under Payment options, check or uncheck Allow customer to cancel their transaction.

When enabled, the cancel button appears on the payment page for pending invoices. When disabled, the button is hidden and customers can no longer self-service cancel a pending collection.

Tips

  • After a cancellation you can manually re-link the invoice to a mandate, or invite the customer to pay via another channel.
Last Update: 2026-06-18