If a customer with an ongoing dunning process requests an extension, you can suspend the dunning process. Alternatively, you can also cancel the dunning process.

Suspend dunning process for a customer

You can suspend an ongoing dunning process for 30 days. During this time, no further reminder emails will be sent. If no payment is received after this period, the dunning process will automatically resume.

Proceed as follows:

1. In the vendor view, open reports > transactions.

   • Search for the affected order:

     • Enter the order ID of the purchase in the search order number field and click search below it.

2. Or use advanced search to find the order. For this, select the transaction type filter options chargeback and then click search.

3. The search results are displayed below the search field. Click on the magnifying glass icon for an entry. The order details are displayed.

4. Under order in the payment status field, click the extend button. A confirmation window will be displayed.

5. Click the yes button. The dunning process will be suspended.

Cancel dunning process for a customer

You can cancel the ongoing dunning process for a customer, for example, if you have reached an agreement.

Proceed as follows:

1. In the vendor view, open reports > transactions.

2. Search for the affected order:

   • Enter the order ID of the purchase in the search order number field and click search below it.

   • Or use advanced search to find the order. For this, select the transaction type filter options chargeback and then click search.

3. The search results are displayed below the search field. Click on the magnifying glass icon for an entry. The order details are displayed.

4. Under order in the dunning process allowed field, select the option no.

5. Click the save button. The dunning process will be canceled and no further reminders will be sent to this customer.