When you click Withdraw / Return Payment, payments that can't be undone are listed under Blocked. These are the usual reasons and what to do about each one. For how withdrawing and returning work, see Returning a Payment.
1. A later transaction was applied to one of its invoices
"The payment can only be returned if it is the last payment applied to the invoice."
A payment can only be undone if it is the most recent transaction on every invoice it was applied to. A later payment, chargeback or write-off on any of those invoices blocks it.
What to do: open the invoice and check its Applied Transactions section. Undo the later payment first, then this one. A chargeback or write-off can't be undone this way. See How to Create a Manual Transaction for those cases.
2. It was applied to an OOS invoice, a credit or an over advance
"This payment can't be returned because it is associated with an out-of-system invoice, a credit, or an over advance."
Returns cover regular invoices only. If even one line of the payment went to an out-of-system invoice, a credit or an over advance, the whole payment is blocked.
What to do: if it is still the same day, withdraw it instead. After that, correct the amounts with a Manual Transaction on each client whose cash reserve the payment reached.
3. One of its invoices isn't Funded or Closed
"The invoice can only be returned when it is funded or closed."
Every invoice the payment touched must be Funded or Closed. An invoice that is already Returning because of another return also blocks it. Wait for that return to finish.
4. The payment isn't fully applied
"The payment can only be returned when it is applied."
Only applied payments can be undone. An Unapplied payment has nothing to reverse, so edit it or apply it instead.
5. Your role doesn't allow it
"You are not allowed to withdraw or return payments."
Ask your administrator to add the undo-payments permission to your role.
Quick reference
| Situation | Can it be undone? |
|---|---|
| Applied today | Yes – withdrawn back to Unapplied right away |
| Applied on an earlier day, regular invoices, last transaction on each | Yes – returned; invoices reopen and an RP- payment is created |
| A later payment, chargeback or write-off on one of its invoices | Not until the later payment is undone |
| Applied to an OOS invoice, credit or over advance | Same day only; after that, use a Manual Transaction |