Direct Debits

The Customers tab displays all customers with whom you have a Direct Debit agreement. You can view their payment history, create new customers, request mandates, and manage subscriptions.

All your customers are listed here with their basic contact information, date created, status and various action buttons.

Each customer can be selected and expanded to display further information on the customer (including address and bank account), the mandates that you have (and had) with them, and any payments or subscriptions that you have taken or have scheduled.

Address/Bank accounts

The customers bank account and address are shown here. The merchant can select the “Edit” button, and update the customers name, email and address, or attach custom metadata to this customer.

Mandates

Each mandate is shown with its reference, date initiated, the last payment taken using this mandate (this shows the actual date of the payment, not the date it was initialised), and its status. A mandate can be edited to attach custom metadata too.

Subscriptions

Each subscription is shown with its name, date created, date of the first and last payments, the amount and frequency that it is collected, and its status. It can be expanded to show all payments that have been taken or have been submitted (This include pending_submission status).

One-off payments

Each payment is shown with its reference, amount, status and date that it was initiated.

• Reinstating an Inactive mandate - Select an “Inactive” customer, and then the “Reinstate” button next to the customers “Inactive” mandate. This will resubmit the previous mandate.
  A mandate can only be reinstated if it has been cancelled through Blink or the GoCardless dashboard. Any mandate that has been cancelled by the bank cannot be reinstated. A mandate can be resubmitted up to 10 times.

• Creating a new mandate - Locate an “Inactive” customer, and select “Create mandate” button. This will prompt the merchant to select the customers bank account, and then submit a mandate request for that bank.

• Requesting A Payment (within Payments) takes a payment and creates a mandate.

• Pending Submission - The payment has been created but hasn’t yet been submitted to the banking system for processing. The payment will be automatically submitted prior to the charge date. You can still cancel payments while they are pending submission. 

• Submitted - The payment has been submitted to the banking system for processing, and can no longer be cancelled. If you would still like to cancel the payment at this stage, please advise your customer to contact their bank directly with this request. 

• Pending Customer Approval - The customer has selected “More than one person is required to authorise Direct Debits” on the online mandate form, but has not yet sent this to GoCardless. Alternatively, the customer is set up with a restricted mandate and has not yet approved the payment. 

• Failed - The payment was not successfully collected from the customer’s bank account. (The reason for this failure will be listed on your GoCardless dashboard)

• Cancelled - The payment was cancelled before the charge date. No further action will be taken on this payment.

• Charged Back - The payment was returned to the customer’s bank account in accordance with Direct Debit rules. This is actioned by the customer’s bank at the request of the customer.

• Confirmed - The payment has been confirmed by the customer’s bank as having been successfully collected from their account. Once the payment has been confirmed, GoCardless will arrange for it to be paid out to your registered account. Please note that we can only pay out to a bank account that has been fully verified. 

• Paid Out - The payment has been paid out by GoCardless to your registered account. Payouts are typically generated in the morning and should arrive into your account in the afternoon. Please note that all times are estimated.