Sometimes a Direct Debit payment can fail. Common reasons include insufficient funds in the customer's account, a cancelled mandate, or the bank rejecting the instruction.
What NRTH does automatically
If a payment fails, NRTH automatically retries the collection based on your retry settings. You can configure between 1 and 4 retry attempts, with a separate waiting period for each. By default NRTH retries after 3 days, then 5 days, then 7 days.
If all retry attempts are used up without success, NRTH automatically sends your customer a payment link to collect the outstanding amount. You do not need to take any action.
The failed transaction will show a Failed status in your Transactions page. Click into it to see the reason for failure and track when the next retry is scheduled.
There is no charge for failed retry attempts. NRTH only takes a fee on payments that are successfully collected.
You can manage retry settings from the Settings page.
When you might need to step in
If the customer's mandate has been cancelled entirely, retries will not work. You will need to contact your customer directly to resolve the issue. They may need to sign a new mandate before you can collect again.
You can check the status of any customer's mandate from the Customers page at any time.