Clients using GoCardless may see a Direct Debit payment scheduled even though the invoice is marked as “Exclude from automatic charging”. This occurs when the payment was already created before the exclusion setting was applied.
Why This Happens?
A Direct Debit payment is queued immediately once Kolleno instructs GoCardless to collect it.
If “Exclude from automatic charging” is turned on after this scheduling has already occurred, the setting does not cancel or modify past GoCardless instructions.
What To Do Next
If a payment was scheduled before the exclusion setting was changed, it must be cancelled directly within GoCardless.
Kolleno cannot revoke a Direct Debit instruction already submitted to GoCardless.
Perform this action in the customer view (in GoCardless) where the current payment should show up as pending.