For a message that is not yet paid, expired or cancelled, you can postpone the due date, withdraw the message or cancel it.
How to do it
- Open the customer and the Messages tab (or Paylinks for a separate paylink).
- Click ā¦ next to the message and choose the action.
- Confirm in the dialog:
| Action | What you see | Button to confirm | Notice |
|---|---|---|---|
| Postpone due date | "Please select a new due date for this message" with a date picker | Postpone due date | "Message successfully postponed" |
| Withdraw message | "Are you sure you want to withdraw this message?" | Withdraw message | "Message successfully withdrawn" |
| Mark as cancelled | "Are you sure you want to mark this message as cancelled?" | Mark as cancelled | "Message successfully cancelled" |
Withdraw or cancel?
- Use Withdraw for a message that has already been sent: the customer has the message, but the paylink no longer works.
- Use Cancel for a message that has not been sent yet, such as a scheduled letter or a letter that is still in the queue: the message will not be sent.
Good to know
- After each action the portal automatically adds a system note to the customer and a line to the timeline. These system texts are in English, for example "Due date postponed" or "Sending cancelled".
- The tooltips in the message panel explain when an action is not possible: "Only messages that are not paid, expired or cancelled can be postponed" (the same applies to withdrawing and cancelling).
- In the Messages report, a withdrawn message is shown with the expiry status "Expired and withdrawn".