[BCB:243:Gocardless - incident:ECB]
Contact your customer
If possible, contact your customer to see how they want to proceed with the transaction. For example, they may want you to try the request again, or pay you by cash.
In some circumstances, the failure may also be due to trying to collect payment against a cancelled Direct Debit mandate.
If you're unable to contact the customer, please refer to your company policy regarding chasing payments.
If any instalments fail
If you've set up instalments for an invoice and an instalment has failed, you can re-request the instalment up to 3 times. Alternatively, contact your customer to arrange and alternative method of payment for the instalment amount.
Reverse an instalment
To reverse an instalment post a batch credit with the following details:
| VAT scheme | Date | Nominal code | Net | T/C | VAT |
| Standard VAT | Same as original invoice | 9998 | Full value of instalment | T9 | 0.00 |
| VAT cash accounting | Same as original invoice | 9998 | Net value of instalment | Same as original invoice | VAT value of instalment |
Once posted, you can allocate the credit note to the outstanding balance of the original invoice.
Raise a new invoice
Post a batch invoice with the following details:
| VAT scheme | Date | Nominal code | Net | T/C | VAT |
| Standard VAT | Same as original invoice | 9998 | Full value of instalment | T9 | 0.00 |
| VAT cash accounting | Same as original invoice | 9998 | Net value of instalment | Same as original invoice | VAT value of instalment |
Once posted, you can now request a Direct Debit payment for the new invoice.
Alternatively, contact your customer to arrange and alternative method of payment for the instalment amount.
Customer wants to pay by another method
If the customer wants to pay by another method, for example cash. Post the receipt manually.
Retry the payment request
If your customer wants you to resend the payment request, you can re-request the instalment up to 3 times from within your software.
Once you've made 3 requests, to make any further requests you must reverse the original invoice with a credit note, then repost the invoice.
Direct Debit mandate is no longer valid
If the Direct Debit mandate is no longer valid, this could be due to the following reasons:
- Cancelled – either by you or the customer
- Expired – an existing mandate with a lapsed end date
- Failed – the mandate was not set up correctly
You need to Delink the customer from the Direct Debit mandate, then send a fresh Direct Debit mandate request to your customer.
Once the Direct Debit mandate is complete, you must cancel the original invoice by posting a batch credit note and allocating it to the original invoice. Then create a new batch invoice and send the payment request again.