APPLIES TO: Direct Debit transactions processed through Direct to Bank processing channels
There are times when customer direct debit payment requests may fail or be returned declined from the bank.
Payment reversals, dishonour fees and notifications are all processed from the Direct Debit module.
Go to Administration -> Direct Debit
Click 'Retrieve & View Previous Payments'
Locate the Direct Debit Batch containing the payment to be reversed. Once located, click the 'Actions' button of the Batch.
Identify the payment, and click the 'Reverse' button
Confirm the details of the reversal, update the dishonour/return reason. A Direct Debit dishonour fee can be applied at this time. The value of this fee is set in Configuration -> System Setup -> Bank Direct Debit
Notifications can also be enabled or disabled for this reversal. Customer notifications are configured in Configuration -> System Setup -> Message Templates
Make the required selections, then click 'Reverse Payment / Apply Fee'.
This process will perform the following:
- Apply a reversal to the Family Account for the original payment amount
- Add a charge to the Family Account for the dishonour amount (if selected)
- Send an E-Mail to the Billing Contact e-mail address advising of the payment failure, including the Dishonour Reason (if selected)- Send an SMS to the Billing Contact e-mail address advising of the payment failure, including the Dishonour Reason (if selected)
- Update the payment record in the Direct Debit batch showing it as reversed
A payment in a Direct Debit batch can only be reversed once. On reversal, the payment is marked as being reversed and shows as 'Reversed' for all future actions in that batch.