Cancelling an active mandate prevents new payments from being created on that mandate. Cancelling a pending mandate prevents the customer from authorising it.
To cancel a mandate:
1. Find the customer in your dashboard and click on their name, then click on their mandate. Otherwise, directly find the mandate through the Mandates page or via search.
2. Click the red Cancel button.
3. Confirm you wish to cancel the mandate.
You will now see that the customer's mandate status has changed from 'active' to 'cancel_requested' and the mandate history updates.
If a customer's mandate is showing as Acknowledged (for physical mandates), there will not be an option to cancel their mandate as the set-up process has not yet been completed.
If you cancel the last remaining active mandate for a customer, they move into inactive status.