Active mandates can be cancelled. Cancellation prevents new payments from being created on that mandate.
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. The button will not appear if the mandate's sponsor bank has not enabled cancellation.
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 and eSign eMandates), there will not be an option to cancel their mandate as the final response has not yet been received.
If you cancel the last remaining active mandate for a customer, they move into inactive status.