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 will automatically retry by submitting a new Direct Debit instruction on your behalf. You don't need to manually create a new payment or chase the customer yourself.
The failed transaction will show a Failed status in your Transactions page. You can click into it to see the reason for failure and track when the retry is submitted.
When you might need to step in
If the retry also fails (for example, if the customer's mandate has been cancelled entirely), you'll 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.