Must know
- It stops double billing. An unpaid invoice you created is cancelled automatically when the same program, membership or pass is settled another way: online by the family, or by a payment or enrollment your staff record.
- The whole invoice is cancelled, not just the matching line. The charge comes off the guardian’s balance, and every admin gets an email with the reason and the amount.
- Money on it means it stays. An invoice with any payment or refund on it is never cancelled this way.
Drop-ins don’t count. A drop-in bought online never cancels an invoice, and a full enrollment never counts as paying for an invoiced drop-in.
Where the reason shows. Open the invoice in Financials > Invoices. Under the reference it reads, for example: “Automatically cancelled: the customer paid for [item] online, so this invoice would have billed it twice. Re-issue an invoice for anything still owed.”
Who is told. Every admin gets an email, “Invoice [reference] was cancelled automatically”, with the reason and the amount voided. The family isn’t emailed, so tell them if they need to know. If no email arrived, check that Invoice auto-cancelled is switched on in the System Rules tab of Settings > Communication > Notifications.
What to do next. Nothing on the cancelled invoice is billed anywhere else. Its menu now offers only View invoice, so use Create Invoice to bill anything still owed.
When it’s left alone. An invoice with a payment, a refund or a payment in progress is never cancelled this way. If the family paid for the same thing twice, refund one of the payments yourself.
Related: What do the invoice statuses mean? · How do I create and send an invoice? · How do I cancel an unpaid invoice? · How do I refund a customer on a paid invoice?