When a supporter cancels their Direct Debit via online banking, GoCardless automatically notifies the system and the RPI is cancelled.
Understand How GoCardless Cancellations Work
When a supporter cancels their Direct Debit:
The bank sends cancellation details to GoCardless.
GoCardless forwards this information to the system.
The corresponding RPI is automatically cancelled.
An Activity is added to the constituent’s timeline showing the cancellation.
Identify RPIs Cancelled by GoCardless
To locate RPIs that have been cancelled due to a Direct Debit issue:
Create an Activity List.
Filter by:
Activity Type = Payment Collection Info.
Notes Contains = Recurring Payment Instruction has been canceled.
Review the list to identify affected constituents.
Check the constituent record and your GoCardless dashboard to confirm the cancellation details.
Contact the supporter or member if follow-up is required.
📌 Note: This list helps you identify billing issues quickly, especially during peak collection periods.
Cancel an RPI Manually
You can also cancel an RPI directly from the constituent’s record.
Open the constituent’s Timeline.
Open the RPI you want to cancel.
Click Manage.
Select Cancel.
Enter the Reason and Date.
Click Cancel Instruction.
Manually cancelling an RPI stops the system from trying to collect future payments.
📌Note:
Any payment requests already submitted to GoCardless will still be processed.
The mandate in GoCardless is not cancelled automatically.
This is intentional because the supporter may have other active GoCardless instructions (such as subscriptions).
If you need to cancel the mandate, you must do so in the GoCardless dashboard.