How to cancel a payment

By canceling the payment, you are removing the payment run from Cintra iQ, which means a new payment run must be created after you have made your changes.

Only Bureau Managers can cancel the payment.

Payment cancellation before the file has been submitted

As a Bureau Manager, you can cancel a payment before it has been submitted to BACS.

Note:
You can only cancel the payment if the RTI submission (FPS/EPS) has not been processed. If you need to cancel a payment after your RTI submission, please contact our support team.

1. To cancel the payment, you need to find the payment on the Bank files list and click on details.

4. You will see the Bank file window.

5. Click on the Cancel payment button.

6. The cancel payment window appears, where you need to select the cancellation reason from the drop-down menu. You can also add additional notes for cancellation

7. To see the cancelled files, navigate to the ‘All’ section within the Bank file screen.

8. Navigate to ‘Details’ to see the cancellation reason and the full audit history for your file.

Batched files - before submission

You can send multiple payment files by selecting the files you wish to send together and creating a batch. Only Bureau Managers can send single or multiple (batched) files.

If you need to cancel a payment that has been batched, you first need to separate your batch and then go through the above process.

Payment cancellation after submission

If your file has been submitted but you received a notification from the bank about a failed payment, or you contacted the bank to pull the BACS file, you can cancel it on Cintra Cloud.

This process will remove the payment run from Cintra iQ, so that a new payment run can be created.

To cancel a payment after it has been submitted, follow these steps:

1. Find your file under the Bureau tab, Bank Files list, and go to details

2. You can then cancel your payment.

You can also cancel a submitted payment if it was submitted within a batch.

1. Find the correct batch on the Bank files screen and open the details of that batch.

2. Find the payment within the batch that you wish to cancel and open the details of that payment.

3. You can then cancel this payment

Warning!
You can only cancel the payment once submitted to BACS, up until and including the BACS due date (that is 2 days before the paydate). Afterwards, it is the customer's responsibility to cancel the payment or retrieve the money directly from the payee.