Tracking and Cancelling Payments
Abstract
Charted provides visibility and control across the payment lifecycle, including the ability to cancel payments before they are processed and to track payments after release. This guide explains how to cancel payments in the Release Payments queue, what cancellation options exist after release, and how to understand the different status fields shown in Charted and on the NetSuite Bill Payment record.
Cancelling Payments in the Ready for Release Queue
You can cancel a payment directly from the Ready for Release queue before it is released. This is useful in cases where payment was already issued through another channel, such as in person, by check, or via a vendor portal.
Follow these steps to cancel and track payments:
To access the Ready for Release queue, hover over Charted, then AP Automation, and click the Home tab:
Next, click the Release Payments tab from the left sidebar menu, which will take you to the Release Payee Payments page:
Then, to cancel a pending payment, select the payment from the list of records:
To remove the payment from the release cycle, click the Cancel Selected button and the Confirm button to confirm your action:
Cancelling Transactions After Release
How can I cancel a pending ACH payment?
If a payment is released by mistake, you have up to 1 minute to 'Cancel Selected' outstanding payments using the 'Release in Process' table found in the 'Release Payments' table.
If the ACH Credit hasn't settled yet (it's been less than 4-5 business days since release) you should reach out to our team at [email protected] with the transaction ID to request a cancellation.
How can I request an ACH Reversal after the payment has completed?
You can file for an ACH Reversal up to 4 business days after the ACH credit settlement date if there was a duplicate payment, incorrect amount, or incorrect vendor bank account number. You must reach out to your team at [email protected] and provide more details around the reason for the request.
How can I cancel a Check Payment after release?
If the check hasn't been cashed by the vendor yet, you can always request a stop payment with your bank account. Provide the check number to your bank to cancel the check. We also recommend you to void the bill payment in NetSuite to mark it as cancelled.
Tracking Payments After Release
Once a payment is released, it automatically moves to the Payments History queue. This allows administrators to track their progress from initiation to completion, offering transparency into both ACH and Check payments.
To monitor payment status, click the Payment History tab from the left sidebar menu
For real-time updates, look at the Status column — for example, ACH Pending will eventually update to ACH Success once completed:
For more information, you can click into the row. You can click into Netsuite Transaction Id to directly refer back to the bill payment record in NetSuite:
Tracking Payment Status
Once a payment is released, it moves to Payments History. This view shows the most current processing status for each payment.
Refer to the Status column for the most recent update for the payment. The status will reflect the payment method name plus pending/failed/succeeded. For example: - 'ACH Pending' will update to 'ACH Success' only once the payment is settled with the vendor. - 'Check Pending' reflects the check is being printed, 'Check Success' means the check has been printed and will be mailed the same business day (assuming release is before 4pm) - 'International Pending' will update to 'International Success' once the payment is converted to the vendor's native currency and settled in their account.
You can also click into a Payments History row and use the NetSuite Transaction ID link to open the related Bill Payment record in NetSuite.
Payment Status Fields
Charted surfaces multiple status fields because different parts of the release lifecycle are tracked separately. Payment History Status, Charted Release Status, and Charted Transfer Status.
Payment History Status: Payments History > Status (recommended for day-to-day tracking) This status combines the payment method with the current state/outcome.
Common values:
Requested: The payment is currently in the Release Payments queue (Ready for Release or Not Ready for Release) and has not been released yet.
Request Cancelled: The payment was previously in the Release Payments queue, but a user cancelled it before release.
Pending: The payment has been released and is in progress (examples: ACH Pending, Check Pending, International Pending).
Success: The payment completed successfully (example: ACH Success).
Failed: The payment failed to process (example: International Failed).
Cancelled: The payment was cancelled after release was initiated (for example, within the cancellation window when available).
Charted Release Status: This status describes whether a payment has been pulled into Charted and whether it has been released. This status lives in the NetSuite Bill Payment Record.
Values:
Not Requested: The payment is not in Charted yet.
Requested: The payment is in Charted and eligible for release.
Released: The payment has been released in Charted.
Cancelled: The payment was cancelled in Charted.
Where to find it in NetSuite:
Bill Payment record > Custom > Charted Release Status
Charted Transfer Status: This status describes what is happening after release. This status lives in the NetSuite Bill Payment Record.
Values:
Pending Release: Not requested/released yet (not synced to Charted yet).
In Process: Release is in progress.
Success: Successfully processed.
Failed: Failed to process.
Cancelled: Cancelled within the cancellation window (up to 60 seconds after release).
Where to find it in NetSuite:
Bill Payment record > Custom > Charted Transfer Status
This concludes the process of cancelling and tracking payment
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