Please note that we have changed the menu structure.To simplify navigation, your elopage account is now structured slightly differently. But the functions remain the same. We will adjust the help section and renew the screenshots. If you have any questions, our support will be happy to help.
Achtung, neue Menüstruktur! Um die Navigation zu vereinfachen, ist dein elopage-Account jetzt etwas anders strukturiert. Die Funktionen bleiben aber die gleichen. Wir werden den Hilfebereich anpassen und die Screenshots erneuern. Bei Fragen hilft unser Support gerne weiter.
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Cancelling a transfer waiting for finalization

Neda
Neda
  • Updated

If your customer has bought a product with prepayment and has not made the payment and would like to cancel the payment, you can cancel it directly from the transaction details.

As a result, the customer no longer receives a payment reminder from us and the payment receives the status "canceled."

Cancel the pending payment

  • Click on "Payments" and "Transfers" in your seller account.
  • Select "Status" and "Waiting for finalization" for the filter on the left.
  • Click on "Apply" to activate the filter.

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  • Search for the payment that you want to cancel.
  • Click on the "ID" on the left or on "Details" on the right to view the transfer details.

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  • Click on the button "Cancel payment process."

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  • Confirm that you really want to cancel and that an email should be sent to your customer. 

What happens after the payment is canceled?

  • The payment is given the status "Canceled" and is displayed in the "normal" transfer overview.

Your customer will receive an email about the cancellation. 

  • The email also contains a note on how he can buy the product using a different payment method if necessary.

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  • As a result of the cancellation, the customer does not receive - as usual - another request for payment from you.

Cancellation costs

  • In contrast to a cancellation (i.e. repayment of the amount and creation of the cancellation invoice), you do not incur any fees.

What if a payment is made afterwards?

If the customer transfers after the cancellation, the payment is automatically assigned and has the status "successful."

A repayment is then only possible via a cancellation. 

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