2026 How to cancel a payment

Modified on Mon, Jun 29 at 4:23 PM

Use this guide to cancel a payment that will not be collected. Once cancelled, a payment cannot be reinstated — a supplemental payment must be added instead.

Administrator

When to cancel a payment

Payment is overdue and will not be collected.

Payment is a supplemental payment that will no longer be collected.

Payment is part of a cancelled or completed plan and will no longer be collected.

Things to know before you begin

Cancelled and completed plans

For cancelled or completed plans, a payment can only be cancelled if it has not already been paid, regardless of the payment due date.

Payment amount and date

The payment amount and due date cannot be changed when cancelling a payment. If changes are needed, a supplemental payment must be created instead.

Notes

If a note is added during the cancel payment process, it will be available within the Notes tab of the plan for staff reference.

IDEXX fees

IDEXX Petly Plans fees apply for any plan with unpaid payments. Cancel overdue payments promptly to avoid unnecessary charges.

Required steps before cancelling — depends on payment status

Before proceeding with the steps below, check how the payment was handled and complete the appropriate prerequisite:

Charged through Petly PlansLog into your Authorize.Net Merchant account and void the pending payment. Wait until the following day before cancelling the payment in Petly Plans.

Marked as paid externallyRevert the payment to unpaid using the Undo Mark as Paid option within the Payments tab. You may proceed immediately with the steps below.

This action cannot be undone

Once a payment is cancelled, it cannot be reinstated. A supplemental payment must be added if collection is needed at a later date.

Steps to cancel a payment

Cancel a payment in Petly Plans

Administrator access required — complete prerequisite steps above before proceeding

Locate the payment

Find the client

Search for and select the client whose payment you need to cancel.

Open the Payments tab

Click the Payments tab within the Client Summary page.

Click Cancel

Click Cancel next to the payment you want to cancel.

Select reason and confirm

Select a cancellation reason

From the Reason for Cancel Payment drop-down list, choose why the payment is being cancelled:

ErrorPayment DefaultNo Payment DueOther

Add a note optional

In the Notes field, type any detailed information staff should be aware of regarding the cancelled payment.

Click Cancel Payment

Click Cancel Payment to finalize. This action cannot be undone.

Reminder: IDEXX fees apply for any plan with unpaid payments. If this is part of a cancelled plan, ensure all remaining overdue payments are also cancelled to prevent ongoing charges.

Other helpful resources

Cancel a plan Put a plan on hold Search for a deceased pet to cancel a plan