This guide outlines the steps required to request a cancellation for a Bill Payment that has already moved to the "Processing" or "Released" status within Procurify.
Superuser role or permission to create, edit, and manage payments and payees is required to request Bill Payment cancellations.
Overview
In Procurify, data integrity and financial security are paramount. Once a Bill Payment has entered the workflow to be pushed to your payment processor (indicated by a status of Processing or Released), the system locks the ability to delete or edit the payment via the user interface. This prevents accidental discrepancies between Procurify and your bank.
If a payment has been released in error and needs to be voided or stopped, you must contact the Procurify Support Team to manually intervene.
Step 1: Verify the Payment Status
Before contacting support, confirm that you cannot remove the payment yourself.
Navigate to the Accounts Payable module.
Select the Payments tab.
Locate the payment in question.
If the trash can icon (Delete) is greyed out or missing, proceed to Step 2. If it can be clicked, proceed with deleting the Payment.
Step 2: Prepare Required Information
To ensure the security of your funds, Procurify requires specific verification before we can alter payment records. Please gather the following three pieces of information:
1. Domain Name: Your company's Procurify URL (e.g.,
yourcompany.procurify.com).2. Payment Number(s): The specific number(s) of the payment you wish to cancel.
3. Permissions Verification: The request must come from a user with permission to create, edit, and manage payments and payees or a Superuser.
Step 3: Contact Support
Once you have the information ready, please contact our Support team through the in-app messaging workflow, or email us at [email protected].
What Happens Next?
Verification: Our team will verify your Payments permissions or Superuser role, and check the status of the funds with our payment processor, Airwallex.
Cancellation: If the funds have not yet cleared the banking network, the payment will be cancelled.
Confirmation: You will receive a confirmation email once the payment has been refunded. The payment will show a Failed status, and a Payment Refund will be visible on the Financial account page in Procurify.