Running a Direct Debit Collection (EFT Run) and AUDDIS File

Problem

Finance staff and membership administrators who run direct debit collections need to do the test and live direct debit (EFT) run, choose the processing date, find the file, and know what to do if a run fails.

Resolution

1. Open the EFT menu

   • Open the EFT (electronic funds transfer) menu and choose Process run:
     • in Plus2: Modules > EFT (AUDDIS is under Modules > AUDDIS)
     • in the GMC: GMC > Configuration > Electronic Funds Transfer.

2. Select the site or Head Office

   • Select the site or Head Office, and check whether All sites or Current site shows underneath (see Notes). The EFT system (for example the bank or bureau), file format and process fill in automatically when there's only one option.

3. Set the dates and account type

   • Sales due cut-off date: the membership period start, which is the collection date (for example the 1st of the month).
   • Processing date: the date the file goes to the bank. It must be at least three working days ahead and can't be today.
   • Account type: Standard.

4. Do a test run first

   • Leave Produce live file unticked and click Process. A test run raises no sales and creates no file. You can run it as often as you like (for example a week before).

5. Watch the process status

   • Process status shows five stages. Click refresh until it completes.

6. Check the reports

   • Open the Collection run report and the Collection run analysis report (by membership type). Select the site, then show or export to Excel, CSV or PDF. Compare the member count and total with your previous run.

7. Do the live run

   • When you're happy, run it again with Produce live file ticked. The live run rolls subscriptions forward and can't be repeated.

8. Collect and submit the file

   • Find the live file in Gladstone Drive > Data > EFT (two identical copies, with and without the date). Download it and upload it to your bank or bureau's submission software.

Notes

• Before you start:
  • Choose Head Office or a site. It depends whether you're doing one run for all sites. If Head Office is configured correctly, you can run from Head Office; the same applies to a site. When you select the site or Head Office, the screen shows All sites or Current site underneath. Current site processes only that site's EFT or AUDDIS; All sites runs all sites at once. Check which one is shown before you process anything.
  • Payment safety: never run the live run a second time, or cancel a run, until you know its status. If anything looks wrong, stop and raise a case.
  • Make sure more than one person has a Gladstone Cloud account with Gladstone Drive access, in case the usual person is away.
  • Allow for bank holidays when choosing dates.
• BACS timing: BACS works on a 3-working-day cycle: input day, processing day, then entry day (when the money leaves members' accounts). If the file is sent on the processing date, BACS or the bureau moves it to the next banking day. Always do the run before the processing date.
• The test run doesn't create a file. Only the live run does.
• The reports are for your records. The drop-down keeps the history of every test and live run.
• A big shortfall against last month usually means memberships are missing (for example not imported after a migration) or members are still in the run who should have been cancelled.
• AUDDIS: a bank account ticked as New Instruction goes on the next AUDDIS file.
• 0C entries in the AUDDIS file are normal. When you delete a member's bank account in Plus2, a 0C (cancellation) is added to the next AUDDIS file to cancel the mandate at the bank. It's fine to send.
• AUDDIS amendments: if you process amendments and nothing happens, check No action wasn't ticked. Process them again without it.
• The next EFT run collects every unpaid sale on the DD payment method for that member, not just this month's. See Direct Debit Member Charges and Mandate Queries in Plus2.
• Direct debits can only be collected from UK bank accounts.
• Invoice DD runs (for invoicing accounts) use the same screen: choose the correct site, account type invoicing, and matching cut-off and processing dates.
• Direct debits collected through an external bureau can't be sold on Go. The options are recurring card payments for online sales or bringing DD collection in-house.
• Instalments don't work with direct debit on Go.
• The EFT run works the same on Gladstone Cloud; you collect the file from Gladstone Drive.
• Troubleshooting:
  • Run or report has unexpected members or totals: the wrong site is selected, or All sites is shown when you meant Current site (or the other way round). Select the correct site or Head Office, check the indicator, and run the test again.
  • Bank account details or options look wrong: Head Office or the site you selected isn't configured correctly for EFT. Select a site or Head Office that is configured correctly, or raise a case.
  • EFT run failed, or no AUDDIS file was created: usually a member with duplicate bank accounts. Don't run it again. Raise a case: Gladstone support removes the duplicate and rolls back the run, then you redo the test and live runs.
  • Plus2 crashed during a live run: note the full error, close Plus2, don't start the run again, and raise an urgent case. Support tells you when it's safe to rerun.
  • Can't find the file in Gladstone Drive: wrong folder, or the run didn't complete. Check Data > EFT. If it isn't there, don't rerun: raise a case.
  • Live run done twice; nothing collected: the second run overwrote the first file. Raise an urgent case. Gladstone can restore the overwritten file for resubmission.
  • An empty file was sent to the bureau: raise an urgent case with the run times. Support may need to contact your bureau.
  • "Could not authenticate to the BACSTELIP service": a submission problem at BACS. Contact BACS to check whether the file was received or needs resubmitting.
  • BACS or the bureau rejected the AUDDIS or EFT submission: raise a case. Gladstone contacts the bureau to remove the bad record or resubmit.
  • Many members from one run show problems: the file may not have been submitted or accepted. Check with your bureau whether the file was submitted and accepted. Don't rerun anything. Raise a case.
  • Can't find previous test or live runs: check the report archive or the run history drop-down. Gladstone can export them to PDF for you.
  • Auto-renew DD members have an end date in the past: subscriptions haven't rolled. Don't change the members' status. Raise a case: support can list the affected members so the subscriptions can be reviewed.
• Common questions:
  • Do we send the test run file to BACS? No. The test run doesn't create a file.
  • The run seemed to fail. Can we just run it again? No. Raise a case first. Running the live run twice overwrites the first file.
  • Is it safe to send an AUDDIS file with lots of 0C entries? Yes. They're cancellations for bank accounts you deleted.
• When to contact Gladstone support (raise a support case, marked urgent if a submission deadline is close):
  • A run crashes, fails, doesn't produce a file, or may have run twice.
  • An empty file was sent.
  • BACS or the bureau rejects your submission.
  • You can't tell whether a run was submitted.
  • Include the site, date and time of each run, the processing date, the exact error message, and whether a file was sent. Don't include bank details in the case.
• Related: How to Perform an AUDDIS or EFT/Direct Debit Run in the GMC; Direct Debit Set-Up in Plus2; Processing Direct Debit Rejections (ARUDD) in Plus2.

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