Why should I use Direct Debits?
Direct Debits are the perfect way to take recurring payments from your customers on a regular basis.
Select the dates, amounts and number of payments you wish to collect. The direct debit can have a fixed amount, or payments can be collected on an ongoing basis. Your customers simply approve the direct debit authority online or in-person. All future payments will then be collected from them automatically.
Frequencies can be weekly, fortnightly, monthly or quarterly, with the option to debit either from your customers bank accounts and credit cards. You also have the option of on-charging any processing fees to your customer.
You can make changes to a customer’s subscription if required without your customer needing to update their details. They’ll be notified in advance of any changes taking place.
Why has the Authorisation link I sent expired?
When you create a paperless direct debit and send a link to your customer to sign, the link stays valid until Midnight of the night prior to the first debiting date.
If your customer fails to sign this in time, you can easily resend it. Please note you can resend this link another 4 times.
What are Direct Debit cut-off times?
The following cut-off times apply for the processing of direct debit instructions:
New Direct Debits
Must be submitted with accurate supporting Direct Debit form by 2:00 pm (AEDT) on a valid business day. If submitted after this time or if the form contains errors we can not guarantee the debit will be processed on time.
Debit instructions must be fully submitted and authorised by 4:00 pm (AEDT) on a valid business day. If submitted after this time we can not guarantee the debits will be processed on time.
Why do I have to provide additional identification?
For compliance and security reasons. Depending on the recurring amount you want to debit, sometimes additional identification will be required from your customer to authorise their payment account.
To avoid delays please ensure your customers upload a clear legible photo ID of the authorised account holder/s as requested in the direct debit request form.
How long does it take to resolve a dishonour?
Dishonours are generally received from your customers bank within 2 to 3 business days. Although rare payments can still dishonour some time after this period in special circumstances. In line with our obligations as a participant to the Direct Entry system we are required to accept any dishonours that may occur after funds have been cleared.
Why was my Authorisation Rejected?
If your Direct Debit Request has been rejected, it will most likely be a result of a mistake on the Direct Debit Paper Form or a typo when the information was being entered.
There are number of ways to view why a form was rejected;
- From the Dashboard
- Searching a customer and their direct debits
- Filtering your Direct Debit search by draft or rejected
When you open the rejected form there will be red text at the top letting you know why the form was rejected and what you will need to correct for re-submission. If you need anymore clarification as to what needs to be changed you can contact our support team in valid business hours.