Direct Debit Member Charges and Mandate Queries in Plus2

Problem

Membership administrators and finance staff need answers to common questions about what a direct debit (DD) member was charged, free months, freezes, new mandates and bank accounts.

Resolution

Give a member a free month

1. Open the subscription

   • Open the member's direct debit subscription.

2. Change the end date

   • Change the end date to the end of the following month.

3. Save

   • Save. The next EFT run won't collect that month. A 100% discount won't skip the collection.

Charge a member extra

1. Add a one-off sale or a second subscription
   • Add a one-off sale to the member's account, or add a second DD subscription.
   • You can't raise the subscription price for one member.

Send a new mandate for a returning member

If a former DD member rejoins with their old bank details and instruction still on the account, no new AUDDIS instruction is sent and collections reject with "No Instruction". To fix it:

1. Change the DD reference

   • Change the member's DD reference (for example add a digit).

2. Tick New Instruction

   • Tick it as a New Instruction.

3. Send it with the next AUDDIS file

   • It goes on the next AUDDIS file and the bank treats it as a new mandate.

Check why a member wasn't collected or was charged an old amount

1. Deleted subscription

   • Unpaid debt on a deleted subscription stays on the account and is collected in the next DD run.

2. No bank account

   • The DD isn't collected. Check the failed collection report.

3. Price level not allowed

   • If the member's price level (for example after an age change or a Member Action) isn't ticked Purchase allowed on the subscription's price product, the DD isn't rolled or collected. Tick Purchase allowed for that price level.

Notes

• Before you start:
  • Check the member's Sales tab in Plus2 (show all or unpaid) before the next EFT run. The run collects every unpaid sale on the DD payment method.
  • Make sure you're logged in to the correct site.
• Several months taken at once: the next run picks up every unpaid DD sale. Causes include a staff amendment adding old unpaid sales on DD; a price level not allowed on the price product (once fixed, Start of Day adds the missed months as unpaid DD sales and the next run collects them all); or an unpaid payment left from an old subscription.
• Freeze: with freeze subscription ticked, subscriptions keep rolling but no sales are created, so nothing is collected by direct debit or recurring card payment. In Gladstone360, freeze using the Freeze workflow. A freeze on a DD membership starts at midnight the day before the DD is due, so the member can use the site up to then and no payment is taken on that collection day. The default freeze period is one month, but your site sets the length. See Freezing a Membership in Gladstone 360.
• Collect sales on a member status covers existing debt. If it's ticked (for example on a Debtor status), arrears go into the next EFT run.
• DD debt isn't shown in the member's Go account. This is expected. Staff see it on the Sales tab in Plus2. To make it payable at reception or online, change the unpaid sale's payment method to Cash.
• Paid by card at reception but DD still taken: check the sale's payment history. If the card payment was later refunded or credited, the sale became unpaid again and the DD collected it.
• Rolling back a DD membership sale is possible as long as the member isn't on the last EFT run.
• After a price increase, migrated members with a fixed price keep paying the old amount until the fixed price or discount is removed. A price change only shows on screen once the subscription rolls forward.
• The discount option only shows on auto-renew subscriptions.
• Overseas bank accounts can't be used. Direct debits only work with UK bank accounts. A UK sort code works if the BACS sort code checker shows it accepts direct debits.
• If the member's bank took a different amount, or the member cancelled the mandate at their bank, that's between the member and their bank.
• Go sends the DD mandate automatically when someone joins online, using the company and trading name and notice period set in Go Operator.
• The Plus2 instalments option doesn't work with DD or RCP on Go.
• Direct debits collected through an external bureau can't be sold on Go.
• One primary payee can pay one DD for a whole family.
• To find who a bank account belongs to, use Find Members with the find method Bank Account Number. You can't report on bank details.
• To list DD members, use Report Generator with a Member List or SubscriptionList report and payment method DD as criteria.
• Troubleshooting:
  • 100% discount didn't stop the collection: a discount doesn't skip a DD month. Change the subscription end date instead.
  • Returning member rejected with "No Instruction": old bank details and instruction are still on the account. Change the DD reference and tick New Instruction.
  • Member charged several months together: unpaid DD sales built up. Check the Sales tab for unpaid DD sales before the next run.
  • DD not collected and membership not rolled: the price level isn't allowed on the price product, or there's no bank account. Tick Purchase allowed for their price level, or add bank details.
  • Member still paying old price: fixed price from migration. Remove the fixed price or discount.
  • DD debt not visible online: DD-method debts aren't shown on Go. This is expected. Change the sale to Cash if they should pay it online.
  • DD taken after paying by card: the card payment was refunded or credited. Check the sale's payment history.
• Common questions:
  • Will a frozen member still be charged? No new sales are created while frozen. Existing arrears are only collected if the member's status has Collect sales ticked.
  • Can a member with an Australian bank account pay by DD? No. Only UK bank accounts can be used.
• When to contact Gladstone support (raise a support case):
  • BACS or the bureau rejects your submission. Include the submission date and any rejection message.
  • A member's charges don't match any of the causes above. Include the member ID, the run date and the amount taken. Don't include bank details.
• Related: Direct Debit Set-Up in Plus2; Running a Direct Debit Collection (EFT Run) and AUDDIS File; Processing Direct Debit Rejections (ARUDD) in Plus2.

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