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How to cancel pending payment in the Customer Portal
Introduction
This guide explains how to cancel a pending payment in the Customer Portal when a previous payment attempt was unsuccessful. This feature is beneficial for users who encounter issues such as entering incorrect payment information, losing internet connection during the transaction, or closing the browser while the payment is being processed. In such cases, the payment gateway may flag the transaction as “processing,” preventing any immediate retry. To resolve this, customers can cancel the pending payment directly through the Customer Portal and then proceed with a new payment attempt. Whether you’re a business owner or an individual user, follow this step-by-step guide to manage your payment attempts effectively and avoid unnecessary delays.
Condition when you can cancel a pending transaction:
1. You entered incorrect credit/debit card information.
2. The payment was canceled while the transaction was still processing.
3. You wish to change the payment method.
4. The Business-to-Business payment option could not be approved.
Step to cancel the pending transaction:
1. Log in to the Customer Portal.
2. If the first payment attempt fails, the payment button will appear locked.
3. Navigate to the Billing & Payment panel on the left-hand side and click the Pending Transaction tab.
4. Select the transaction you want to cancel and click the Cancel button.
5. A cancellation prompt will appear — tick the checkbox and click Confirm to proceed. Make sure to review the previous payment attempt to avoid duplicate charges.
6. Once canceled, the pending transaction will be released, and you may proceed with a new payment attempt.
Before retrying your payment, please check your bank account to ensure no amount has been deducted. This helps avoid double charges. Refunds, if applicable, are subject to management approval.
Conclusion
Canceling a pending payment in the Customer Portal is a straightforward process designed to help users resolve failed or stuck transactions due to issues like incorrect card details or interrupted sessions. By following the steps outlined in this guide, you can quickly release the pending transaction and safely retry your payment. Always verify your bank account to prevent duplicate charges before proceeding with a new payment attempt.