How we handle dishonours
Direct Debit is the simplest and most effective method for controlling ongoing payments. Once a request is sent to your customers bank the payment is generally deemed accepted unless the customers bank advises otherwise. Payments can dishonour for any number of reasons (see Payment Dishonour Codes/Reasons)
Auto Re-debit Settings
Upon creating each direct debit, you have a set of Auto Actions you can select that will determine what action takes place if your customers scheduled debit fails.
- Add to next payment
- Debit in Three (3) Days
- Debit in One (1) Week
- Debit in Two (2) Weeks
- Append to Last
If you are On-Charging the Dishonour Fee to your customer, we will add this onto the next successful debit. You have the option of us sending your customer an email advising them that the scheduled payment failed and we will attempt to re-debit the account again. Read more about how to change your customer notification settings.
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 has the Direct Debit 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.
How do I resend a Direct Debit Authorisation Link?
When using our paperless direct debit option and the link sent to your Customer to Authorise has expired, the debit will go back into a Draft Status. To resend this link, follow these instructions:
- Click on DIRECT DEBITS from the left hand side menu panel
- Click on SEARCH and enter your customer’s name or filter list by DRAFT
- Click on the relevant Direct Debit
From here you can cancel the Draft or Resend Customer Authorisation. Select the new authorisation method you want to use for this Direct Debit.
If your customer is not with you: Click SMS/Email Link. This will send an email and SMS to your customer that they can open on any device and enter their bank or credit card details, sign with their finger on their touchscreen device or using a mouse on a desktop device. Customer then clicks Authorise and the details are then automatically uploaded in your account once approved by Support.
Share Link: This option will copy the link details so you can paste them into your own email, SMS, Facebook Messenger or WhatsApp. Your customer will be able to open the link on any device and enter their bank or credit card details, sign with their finger on their touchscreen device or using a mouse on a desktop device. Customer then clicks Authorise and the details are then automatically uploaded in your account once approved by Support.
A standard direct debit request authority is then generated and serves as your authority to debit the account. A copy of this form is also emailed to your customer.
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 2pm AEDST 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 4pm AEDST 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 some requests?
Depending on the amount and other parameters we sometimes require additional identification of the customers account that is being debited.
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 do I change the debit account for a recurring payment?
You can easily change the bank account or credit card being used for a recurring payment/direct debit. Simply find the direct debit either from the direct debit menu or by opening the customer. Click on "edit details" and then click on payment account.
Depending on the recurring debit amount you may have to send a link to your customer to electronically approve their new account.