---
title: "Reissue, cancel and replace a payment - NexPay"
description: "How to replace a payment that expired or needs re-doing, when to cancel the original, and what reissuing keeps the same."
lastModified: "2026-06-02"
lang: "en"
url: https://nexpay.com.au/training/payments/reissue-cancel-and-replace
---
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# Reissue, cancel and replace a payment - NexPay

## At a glance

- **Intended for:** Agents & school admins
- **Reading time:** 5 minutes
- **Last updated:** 1st June 2026

**TL;DR:** Reissuing creates a replacement for an existing payment — useful when one expired or needs re-doing. Open the payment, choose Reissue, optionally tick "Cancel the original transaction" (and give a reason if it's still open), and submit. A new payment is created and the old one is marked Reissued. Reissue is for replacing a payment; a refund (a separate flow) sends money back to a payer.

{/* Body content for reissue / cancel / replace */}

## When a payment needs a second run

Sometimes a payment doesn't make it across the line the first time. A quote expired before the payer completed it, or something needs re-doing. Rather than rebuild the whole thing, NexPay lets you **reissue** — create a fresh replacement based on the original, keeping its details so you're not starting over.

This article covers reissuing, when to cancel the original, and how reissue differs from a refund (a common point of confusion).

> **For agents and schools:** Reissuing is your friend when a payer lets a payment lapse. Instead of asking them for every detail again, you reissue and send them a fresh, ready-to-go payment.

## How to reissue

You start a reissue from the payment itself:

1. On the **Payments** page, find the payment you want to replace and open it (or use the **Reissue** action on its row).
2. Choose **Reissue**. NexPay opens a short dialog headed "Create a replacement payment," showing the original's details.
3. Decide whether to **Cancel the original transaction** (see below).
4. If prompted, add a brief **reason** for the reissue.
5. Submit. A new payment is created with the original's details carried over, and you're taken to it to track its progress.

The reissue option becomes available once a payment has been processed into a transaction. If you don't see it, the payment likely hasn't reached that stage yet — in which case you'd continue the existing payment or create a new one instead.

> **Quick tip:** Because reissuing copies the original's details, it's far quicker than rebuilding — and less error-prone, since you're not re-typing names, amounts, and references.

## Should you cancel the original?

The dialog offers a checkbox: **Cancel the original transaction.**

- **Tick it** when you don't want two live payments for the same thing — for example, the original expired and you're replacing it cleanly. If the original is still open, you'll be asked for a short reason so there's a record of why.
- **Leave it unticked** when the original should remain as-is and the new payment stands alongside it.

For most "it expired, let's redo it" situations, cancelling the original is the tidy choice — it leaves you with one payment to follow rather than two.

Once reissued, the original payment shows the status **Reissued**, which tells anyone looking that it was cancelled and re-created as a new payment. The replacement then moves through the normal stages.

## Reissue versus refund

These get mixed up, so here's the clean distinction:

- **Reissue** *replaces* a payment. Same purpose, fresh attempt. You start it from the payment's actions, as above.
- **Refund** *returns money* to the payer. It's a separate flow — in the wizard, choose **My company pays → Refund a student**. You can link a refund to an original NexPay payment, or record an external reference if the original didn't go through NexPay.

If your goal is "try this payment again," reissue. If your goal is "send this money back," refund.

## Cancelling without replacing

If you simply need to stop a payment and aren't replacing it, that's a cancellation rather than a reissue. The available actions depend on how far the payment has progressed — an early-stage payment is straightforward to cancel, while one already in motion may need a hand. If you don't see a clear way to cancel, your NexPay contact can help, and for anything already processing it's worth checking with them so nothing is interrupted halfway.

## Your next step

- **Need to send money back instead?** Use the refund scenario — see [choosing the right payment scenario](/training/payments/choosing-a-payment-scenario.md).
- **Reissued and want to track it?** Read [payment status explained](/training/payments/payment-status-explained.md).
- **Working through stuck payments?** See [handling payments that need action](/training/payments/handling-payments-that-need-action.md).
- **A payment expired at the quote stage?** Read [exchange rates and quotes](/training/quotes-and-methods/exchange-rates-and-quotes.md) to understand quote expiry.

## Checkpoint

After reading this, you should be able to:

- Start a reissue from a payment's actions and understand it copies the original's details
- Decide when to tick "Cancel the original transaction" and provide a reason if asked
- Recognise the **Reissued** status on an original payment
- Tell the difference between reissuing (replace) and refunding (return funds)
- Know when cancelling needs a hand from your NexPay contact

## Frequently asked questions

### When would I reissue a payment?

Most often when a payment expired before it could be completed, or when it needs re-doing for some reason and you want a fresh copy rather than starting from scratch. Reissuing creates a new payment based on the existing one, so you don't re-enter everything.

### What does "Cancel the original transaction" do?

It marks the original payment as cancelled when you create the replacement, so you don't have two live payments for the same thing. If the original is still open, you'll be asked for a short reason. If you leave it unticked, the original stays as it was and a new payment is created alongside it.

### What's the difference between a reissue and a refund?

A reissue replaces a payment with a new one — same purpose, fresh attempt. A refund sends money back to the payer and is created through the "My company pays → Refund a student" scenario in the wizard. Use reissue to re-do a payment; use refund to return funds.

### Where do I start a reissue?

From the payment itself. On the Payments page, find the payment (the Reissues tab collects replacements, but you start one from the original), open its actions, and choose Reissue. The option becomes available once the payment has been processed.

### Will the new payment keep the original's details?

Reissuing carries over the original payment's details so you're not rebuilding it. You confirm and submit, and you're taken to the new payment to track it. If anything needs to change, you can adjust as part of the process.

### Can I reissue any payment?

Reissue is available once a payment has been processed into a transaction. Very early-stage drafts or payments that never processed won't offer it — in those cases you'd simply continue or re-create the payment instead.

## More on NexPay

**Platform**

- [For students & parents](/for-students-and-parents.md)
- [For ed. agents](/for-education-agents.md)
- [For universities](/for-universities.md)
- [For schools](/for-schools.md)
- [For accommodation](/for-accommodation.md)
- [AI automation](/payments-ai-automation.md)
- [Pricing](/pricing.md)

**Help & resources**

- [Training](/training.md)
- [Contact](/contact-us.md)
- [Developers](/api.md)
- [Zapier integration](/zapier.md)
- [Claude & ChatGPT](/mcp.md) — Claude & ChatGPT integration

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## NexPay

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