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Must know
  • Cancel invoice shows on Draft, Unpaid, Past due, Overdue, Retrying and Failed invoices. Paid invoices are refunded instead.
  • Cancelling can’t be undone. A plain cancel sends the family no email (after a returned payment, the family is notified). On a sent invoice the amount comes off the family’s balance.
  • Some unpaid invoices can’t be cancelled (payment plan installments, invoices that already have refunds, pay-the-club-directly checkouts, items that already took effect). The message says what to do instead.
  • You need the Edit Financials permission. Without it the button still shows, but the cancel is refused.
Use this when an invoice was sent by mistake or the family no longer owes it. Nothing was paid, so there is nothing to refund.
1

Open the invoice

Go to Financials > Invoices and open the invoice. You can also use the row’s ⋯ menu (the card menu on a phone), a guardian’s Billing tab, or a recurring charge’s ledger, on invoices that are still owing.
2

Click Cancel invoice

A confirmation titled Cancel [invoice number]? warns that this can’t be undone.
3

Confirm

Click Cancel invoice (or Keep invoice to back out). You see Invoice cancelled and the status becomes Cancelled.
Drafts. A Draft row offers Delete instead. Cancelling a draft is only on the invoice page. What changes. Cancelling frees limited-use discount spots and membership and pass holds, so the family can buy again right away. The family’s balance. On a sent invoice the full total comes off the family’s balance. On a payment plan invoice with a $0 deposit, cancelling stops every scheduled installment and takes the remaining scheduled amount off instead. A draft was never on the balance. After a returned payment. If a bank return reopened the invoice and the family kept their items, cancelling cancels those enrollments, memberships, passes and store items and restocks inventory. The family is notified and the balance is left alone. See Chargebacks and bank returns.

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Why can’t I cancel this invoice?

Can’t edit it either? Edit invoice only appears on invoices you built by hand, and it disappears once an item set to take effect when sent has taken effect (click Cancel items first). If a checkout, recurring, point-of-sale, waitlist offer or carried-over balance invoice is wrong and still unpaid, cancel it and create a new one. If it is paid, refund the lines and invoice again. See Edit or delete a draft invoice. Related: How do I edit an invoice or delete a draft? · What’s the difference between cancelling and refunding? · How do I refund a customer on a paid invoice? · How do I cancel a line item without giving money back?