I can't void a payment

Symptom

The Void button on a payment is disabled or returns an error when clicked.

Cause

• The payment is reconciled to a bank statement line. Reconciled payments cannot be voided directly.
• The associated invoice is in a locked period. The period needs unlocking first.
• You do not have the Reverse payment permission.
• The payment has already been voided but the page has not refreshed.
• The payment came from GoCardless and the underlying Direct Debit collection is still in flight.

Fix

Depending on the cause:

1. Reconciled. Unreconcile the bank line first (see Bank reconciliation).
2. Locked period. Ask someone with the Unlock period permission to unlock, void the payment, then relock.
3. Permission. Ask an administrator to grant Reverse payment if appropriate.
4. Already voided. Refresh the page.
5. GoCardless in flight. Wait until the collection completes or fails, then void or let the failure handle itself.

Prevent it next time

• Confirm a payment is correct before reconciling it.
• Coordinate period locking with payment workflows.

Still stuck?

If the payment will not void despite the above steps, contact PropLink support with the payment reference.