Introduction
If you paid a carrier with SuperPay and need to cancel the payment, you can do it in Shipper TMS as long as the money hasn't been paid out to the carrier yet. This article explains when you can cancel, how to do it, and what happens next.
What Happens When You Cancel a SuperPay Payment?
- The money debited from your account is refunded. Refunds usually take 1–3 business days.
- You choose a new payment method for the order.
- The change is permanent. To use SuperPay again, you'll need to create a new order.
When Can You Cancel SuperPay?
You can cancel SuperPay when the order's payment status is:
| Payment status | What it means |
|---|---|
| Charge Scheduled | The debit from your account is scheduled for a set date. |
| SuperPay Charged | The money was debited from your account but hasn't been paid to the carrier. |
| Payment Initiated | Payment to the carrier is scheduled but hasn't started processing. |
| Payment on Hold | The payment is held because of a failed verification or an action you took. |
| Payment Failed | The payment didn't go through. |
| Manual SuperPay flow | If you use the Manual flow, you can also cancel after delivery, as long as the carrier hasn't been paid. |
Important: Once Carrier Payment is Processing appears in the order's activity, you can no longer
cancel SuperPay.
Why Cancel SuperPay?
- You paid another way: The carrier was already paid with another method, such as Zelle or a wire transfer.
- You need to stop the payment: Something came up and the payment must be stopped before it's processed.
- The payment agreement changed: You and the carrier agreed on a different payment method or terms.
How to Cancel a SuperPay Payment
Step 1: Open Orders
- In Shipper TMS, click Orders in the left-hand menu.
Step 2: Find the Order
- Find the order and check that its payment status is one of those listed above. You can use the SuperPay Payments tabs in the left-hand menu to find orders by status.
Step 3: Select Cancel SuperPay Payment
- Click the three-dot (⋯) menu next to the pencil icon on the order.
- Select Cancel SuperPay Payment.
Step 4: Choose a New Payment Method and Confirm
- In the Cancel SuperPay Payment? window, choose the new Payment Method and Terms for the order.
- Click Confirm. Your refund is processed in 1–3 business days.
Important Details
- Refund timing: Refunds take 1–3 business days. Plan ahead for time-sensitive payments.
- Don't set the price to $0 to cancel: A $0 price doesn't cancel SuperPay and can cause confusion. Only use $0 if you don't plan to pay the carrier.
- You can't switch back: After you change the payment method away from SuperPay, you can't change that order back. Create a new order to use SuperPay again.
- Manual SuperPay flow: You can cancel after delivery, as long as the carrier hasn't been paid.
- Payment terms: If payment terms delay the payout, you have more time to cancel. Watch the order's Activity Log for Carrier Payment is Processing, which means it's too late to cancel.
Next Steps
Want to know exactly what each SuperPay status means? Learn about every SuperPay status and event in Shipper TMS.