At pay.com.au, we understand that circumstances can change, and you may need to cancel a payment. Here's a quick guide to help you navigate the process:
When can I cancel a payment?
You can cancel a payment, prior to its remittance, under the following circumstances:
- Payment is still processing and not sent.
- Scheduled for a Future Date: If your payment is scheduled for a future date, you have the flexibility to cancel it before the scheduled date arrives.
- Not Yet Processed: If our system has not yet processed your payment during the current day
What if the payment has already been processed?
If your payment processing has commenced, but the payment is yet to be remitted to your payee, there’s no need to worry as we can facilitate a refund. There are a few things to keep in mind:
Waiting for Clearance: Once a payment has been processed, we will need to wait until the funds clear into our bank account before a payment can be refunded. Please see below table for refund timeframes dependant on payment method.
| Original payment method | When we can initiate a refund | Time to appear back with payer's original payment method |
| Bank Account (Standard Direct Debit) | After debit settlement clears to us (typically 2–3 business days) |
3-4 business days from the initial authorisation for the funds to be returned. |
Bank Account (PayTo) |
After debit settlement clears to us (typically same day or next business day) |
1-2 business days after settlement. |
| PayID | Once inbound PayID funds settle and are matched |
1-2 business days after settlement. |
Credit Card (Visa/Mastercard/Amex) |
After settlement/authorisation reversal is raised (typically same day) |
1-2 business days after settlement. |
Important note: Credit card processing fees are non-refundable; Once a credit card payment has been processed, any associated processing fees cannot be refunded, as these fees are incurred during the payment processing. Please see our terms and conditions (clause 59) for more information.
How to request a refund:
Locate the transaction in your dashboard and confirm its status ensuring the payment has not been "Sent".
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Contact us via email at support@pay.com.au or call through to our support phone line on 1300 241 723 with the below details of the transfer:
Payee name
Payment amount
Payment date
Our team validates eligibility and initiates refund to original payment method.
How to cancel a Scheduled Payment:
- Navigate to Scheduled Payments.
- Find the payment you wish to cancel.
- Click on the ellipsis on the right-hand side of that payment.
- Select Cancel and remove.
- Click Cancel and remove within the pop-up window to confirm.
Need Further Assistance?
If you encounter any difficulties or have questions about the payment cancellation process, our dedicated support team is here to help. Please feel free to contact us via email at support@pay.com.au or call through to our support phone line on 1300 241 723, and our team will guide you through the steps.