CUST - Cancelled by customer

What this code means

CUST means the payment was cancelled at the customer's request. Someone — you, or the debtor — asked the bank to stop it before it was executed.

Typical causes

• You (or a colleague) recalled the file or the individual payment after submitting it.
• The debtor instructed their bank to refuse the collection before the due date.
• A treasury approval workflow rejected the payment after the file was already sent.

What to do

Do not resubmit automatically. Confirm with whoever cancelled it whether the payment should really go through, and only then issue a new one. This rejection is final for the payment as sent.

What it looks like in a pain.002

The reason code is carried in the StsRsnInf/Rsn/Cd element of the status report.

<?xml version="1.0" encoding="UTF-8"?>
<Document xmlns="urn:iso:std:iso:20022:tech:xsd:pain.002.001.03">
  <CstmrPmtStsRpt>
    <GrpHdr>
      <MsgId>STATUS-2026-000123</MsgId>
      <CreDtTm>2026-01-15T09:30:00</CreDtTm>
    </GrpHdr>
    <OrgnlGrpInfAndSts>
      <OrgnlMsgId>MSG-2026-000045</OrgnlMsgId>
      <OrgnlMsgNmId>pain.001.001.09</OrgnlMsgNmId>
    </OrgnlGrpInfAndSts>
    <OrgnlPmtInfAndSts>
      <OrgnlPmtInfId>PMTINF-2026-01</OrgnlPmtInfId>
      <TxInfAndSts>
        <OrgnlEndToEndId>E2E-REF-0001</OrgnlEndToEndId>
        <TxSts>RJCT</TxSts>
        <StsRsnInf>
          <Rsn>
            <Cd>CUST</Cd>
          </Rsn>
        </StsRsnInf>
      </TxInfAndSts>
    </OrgnlPmtInfAndSts>
  </CstmrPmtStsRpt>
</Document>

Tools for this code

Decode a real status report, or check a payment file before you send it — all in your browser, nothing uploaded.

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