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Must know
  • Cancel invoice appears only on Draft or unpaid (Sent / Overdue) invoices. A Paid or Partially paid invoice can’t be cancelled — you refund it instead.
  • No money moves, because nothing was ever paid.
  • Cancelling can’t be undone.
Use this when an invoice was created or sent by mistake, or the family no longer owes it. Because nothing has been paid, cancelling simply voids the charge — there’s nothing to refund.
1

Open the invoice

Go to Financials → Invoices and open the invoice. A draft or unpaid invoice shows Edit invoice and Cancel invoice in the header.
2

Click Cancel invoice

A confirmation appears warning that cancelling removes the charge from the guardian’s balance and can’t be undone.
3

Confirm

Confirm to void the invoice. Its status changes to Cancelled.
What changes. The invoice is marked Cancelled and no longer counts as owed. If the invoice had been sent (so the amount was sitting on the family’s outstanding balance), that amount is removed from their balance. No funds change hands because none were collected. If a payment is in progress. If the family is mid-payment when you try to cancel, the action is blocked and you’re asked to refresh — this prevents cancelling an invoice that’s about to be paid. Already paid? If the invoice is Paid or Partially paid, you won’t see Cancel invoice. Money has moved, so you use the refund flow instead. Related: What’s the difference between cancelling and refunding? · How do I refund a paid invoice? · Cancel a line item without refunding