Introduction
If you’ve paid a carrier using SuperPay but need to cancel the payment for any reason, don’t worry—Super Dispatch makes it easy to stop the payment process before funds are disbursed to the carrier. This guide explains how to cancel SuperPay payments, when it’s possible to do so, and what happens during the cancellation process.
What Happens When You Cancel a SuperPay Payment?
When you click Cancel SuperPay, the system initiates a refund of the funds that were debited from your account. Refunds typically take 1–3 business days to process. After canceling SuperPay, the payment method for that order is changed to another method, and this process is irreversible. If you wish to use SuperPay again, you’ll need to create a new order.
When Can You Cancel SuperPay?
Shippers can cancel SuperPay under the following payment statuses:
SuperPay Charged: The funds have been debited from the shipper’s bank account but have not been paid to the carrier yet.
Charge Scheduled: The debit from the shipper’s account is scheduled for a specific date.
Payment Initiated: Payment to the carrier is scheduled but has not yet started processing.
Note: Once the Carrier Payment is Processing activity appears in the order, Cancel SuperPay is no longer an option.
Payment On Hold: The payment is held due to a failed verification or manual action by the shipper.
Payment Failed: The transaction did not process successfully.
Manual SuperPay Flow: For shippers with Manual Flow enabled, Cancel SuperPay is available even after delivery.
Key Note: Cancel SuperPay is only possible if SuperPay has debited the funds but not yet started paying them out to the carrier.
Why Would You Cancel SuperPay?
Here are some common reasons why shippers may cancel SuperPay payments:
Payment via Alternative Method: The carrier has already been paid using another method (e.g., Zelle, wire transfer).
Urgent Stop: An immediate need to stop the payment before processing begins.
Payment Agreement Changes: The shipper and carrier agree on a new payment method or terms.
How to Cancel SuperPay
Below, we will walk you through how to cancel a SuperPay payment:
Step 1: Log Into Shipper TMS
Open Shipper TMS and navigate to the Orders section.
Step 2: Select the Order
Locate the order for which you want to cancel the SuperPay payment.
Step 3: Check Payment Status
• Ensure the order is under one of the following statuses where Cancel SuperPay is available:
SuperPay Charged
Charge Scheduled
Payment Initiated
Payment On Hold
Payment Faile
(Manual Flow) After Delivery
Step 4: Click Cancel SuperPay
By clicking the 3 dots next to the Pencil Icon you can select Cancel SuperPay Payment.
Step 5: Confirm the Action
A confirmation dialog will appear, explaining the process:
Refunds will take 1–3 business days.
Canceling SuperPay is irreversible.
Review the information and confirm your action.
Important Details to Keep in Mind
Refund Timing
Refunds for canceled SuperPay payments typically take 1–3 business days to process. Plan accordingly, especially for time-sensitive payments.
Avoid Setting Price to $0
Only set the price to $0 if you do not intend to pay the carrier. Setting the price to $0 does not cancel SuperPay and may cause unnecessary confusion.
Irreversible Changes
Once you change the payment method from SuperPay to another payment method, you cannot revert it back to SuperPay for that order. You would need to create a new order to use SuperPay again.
Manual SuperPay Flow
For shippers using Manual Flow, Cancel SuperPay can also be utilized after delivery as long as funds have not yet been paid out to the carrier.
Payment Terms
In cases where payment terms delay the payout, you have additional time to cancel SuperPay before the payout process begins. Monitor the Activity Log for updates such as Carrier Payment is Processing, which indicates that cancelation is no longer possible.
Need Help?
Should you have any further questions or need additional assistance, please feel free to contact our support team at any time. You can reach us via email at [email protected], or simply click on the chat icon in the bottom right-hand corner of your screen to start a conversation with us. We’re here to help and look forward to assisting you!