Processing Direct Debit Rejections (ARUDD) in Plus2

Problem

Finance staff and membership administrators need to process rejected direct debits, with the Plus2 rejection wizards or by hand, so the debt can be paid at reception or online, and then follow it up.

Resolution

Process rejections with the wizards

1. Download the ARUDD report

   • Download the ARUDD rejection report from your bureau or bank.

2. Save it to Gladstone Drive

   • Save it as an .xml file in Gladstone Drive > Data > EFT Rejections. Plus2 always looks in this folder.

3. Run the rejection wizards

   • In Plus2, go to Modules > Rejections and run the rejection processing wizards. When they finish, the processed file is moved automatically.
   • Depending on the reason code, the wizards can change the member's status (for example DD query), raise the debt, add a note or reception message, and send a rejection email (Refer to payer, No instruction or Instruction cancelled).

4. Follow up by hand

   • Do the follow-up by hand: chasing the debt, deleting bank details and cancelling subscriptions, as your policy says.

Process a rejection by hand (for example SEPA, where there's no wizard)

1. Select the DD sale line

   • Open the member's Account page (green person icon), expand the sale (+) and select the DD sale line.

2. Reject the sale

   • Click Reject sale and confirm. The line turns red (unpaid).

3. Change the payment method to Cash

   • Double-click the sale line and change its payment method from DD to Cash. "Cash" just means a manual method: the customer can pay any way. The debt now shows in Gladstone360 and on their Go account.

4. Change the status (if applicable)

   • Optionally change the member's status (Modify icon, third along > ellipsis), for example to DD query.

5. Add a note (if applicable)

   • Add a note if your process needs one.

After the customer pays

1. Change the status back
   • At the desk: take payment from the basket, then change the status back yourself.
   • Online: the debt clears, but the status doesn't change back automatically. Change it yourself.
   • While the debt is unpaid, the membership shows in arrears in Gladstone360. It becomes current again when paid.

Instruction cancelled (cancelled at the bank)

1. Raise the cash debt

   • Raise the cash debt as above.

2. Delete the bank details (if applicable)

   • Delete the member's bank details if they won't continue.

3. Stop the subscription renewing

   • On the subscription, untick automatic renew and change the payment method to cash. The DD run only picks up DD subscriptions with auto-renew ticked.

4. If the customer cancelled by mistake

   • Go to Options > Financial > Bank accounts > New instruction with the same bank details (re-lodged through AUDDIS; nothing is needed from the customer), then change the status back to current.

Notes

• Before you start:
  • Rejections are processed in Plus2 (through the Windows App / remote desktop), not in the GMC.
  • Select the correct site first. Rejection wizards set up for a site aren't copied to Head Office automatically, so on Head Office the site's wizards don't appear unless they've been configured there too.
  • You need a Gladstone Cloud account with Gladstone Drive access.
  • Agree a follow-up policy with finance (for example how long before cancelling the membership, deleting bank details and writing off the debt).
• Reject, don't void. A Reject sale step leaves a debt the customer can pay at the desk or on Go. Void cancels the sale, so nothing is owed and the history is harder to follow. If a sale was voided by mistake, roll back the subscription to recreate the debt.
• Change the payment method of the debt only, not the subscription. The subscription stays on DD for future months. Rolling the subscription back, switching to cash and rolling forward isn't needed.
• A debt on the DD payment method isn't treated as debt. It doesn't show in Debts and Alerts, Gladstone360 or Go, and doesn't trigger the unpaid-sales entry rule, because the system expects the next DD run to collect it. Only cash debts do.
• The access profile's unpaid sales rule blocks entry, so some sites skip the status change and rely on the debt alone.
• A DD query status blocks the customer on Go until resolved.
• Refer to payer / insufficient funds: many sites keep the status current. The debt stops online booking until paid, and next month's DD is collected as normal.
• Next month's DD will try again. Each further failure adds another debt line. Decide when to stop collecting.
• To clear an uncollectable debt, void it. If the member isn't coming back, delete their bank details so any future DD uses new details.
• After an instruction cancelled rejection, the bank account status becomes Not sent, so the next run excludes that member.
• Rejection emails only send when the reason matches the expected ARUDD reason, so the wizard set-up matters.
• Rejection wizards on Head Office aren't copied automatically from a site. They have to be configured manually, usually by Gladstone Consultancy Services.
• You can change wizard steps yourself in Configuration > Membership > Membership Wizards > Membership Wizards (open the wizard, Steps > Add Step). For example, add a step that sets the status to ARREARS.
• Late or admin fee: create a product and put it on the till, so it's added as a separate debt.
• With practice, each manual rejection takes about 30 seconds.
• Troubleshooting:
  • Rejection file doesn't show in the wizard: wrong folder or format, or you're on Head Office without wizards configured there. Save it as .xml in Data\EFT Rejections and select the correct site.
  • Wizards ran but sales didn't go back to unpaid ("didn't match any sales"): the processing date on the sales receipts doesn't match the ARUDD file. Raise a case. Gladstone corrects the processed date, then you run the rejections again.
  • Failed DD members don't show in Debts and Alerts: the unpaid sale is still on the DD payment method. Change the unpaid sale's payment method to Cash. To find them, open the member's Sales tab (show all or unpaid).
  • Customer paid online but status still shows DD query: the status doesn't revert automatically. Change the status back by hand. Resetting it automatically needs a bespoke script, which is chargeable: speak to your RSM.
  • Rejected sale was voided by mistake: void removes the debt. Roll back the subscription to recreate the debt.
  • Rejection email not sent: the reason didn't match the expected ARUDD reason. Check the wizard steps for that reason.
• Common questions:
  • Can a DD payment be refunded back to the member by direct debit? No. Refund them outside the system (for example by BACS transfer or cash) and void the payment in Plus2.
  • Can Plus2 automatically cancel members who don't pay within a set time? Not as standard. Automated follow-up for the rejection wizards (for example "if unpaid by the 20th, untick auto-renew and write off the debt") is a chargeable addition that requires consultation with Gladstone. Write down your current process and raise a case to request it.
• When to contact Gladstone support (raise a support case):
  • Rejections run but sales don't go back to unpaid. Include the ARUDD file date and the processing date of the run.
  • You'd like the rejection wizards set up on Head Office.
  • You want automated follow-up for rejections (a chargeable addition that requires consultation). Include your current manual process and rules for each rejection reason.
• Related: Direct Debit Set-Up in Plus2; Direct Debit Member Charges and Mandate Queries in Plus2; Setting Up Member Statuses in Plus2.

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