This article explains the steps involved in processing a bulk change of your active customers' BECS Direct Debit mandates over to GoCardless from another Direct Debit provider.
Before you begin this process, we recommend getting in touch with one of our Sales team if you haven't done so already.
The steps involved in completing a bulk change over to us is as follows:
Before the bulk change process can begin, you will first need to establish if your customers' Service Agreements are held with your business or with your existing Direct Debit provider/bureau.
In addition, you will need to check the notice period agreed in your customers' Service Agreements.
Once you have confirmed the above information, please send an email to firstname.lastname@example.org letting us know you wish to begin the bulk change process.
Please ensure you include confirmation of the details from the previous step in your email (i.e. with whom your customers' Service Agreements are held, and the agreed notice period).
GoCardless will then send you a template notification email you can use to inform your customers of the change in provider.
You will then need to send the notification email to all customers whose mandates you wish to move over to GoCardless.
This will need to be completed in accordance with the notice period agreed in their Service Agreements (i.e. your intended bulk change date must be a sufficient number of days in the future to allow for the full notice period to run).
Once all customers have been notified, please confirm this with GoCardless via your existing email thread. This email should include the following:
- Confirmation that all customers have been notified
- A copy of any notification emails or letters sent to your customers.
We will provide you with access to our bulk change import tool, and confirm the deadline that you will need to have completed the import process by. We will also confirm the date that we will create new mandates for your customers in our system.
You will need to download the csv import template to add all your customers' details to and then upload into your GoCardless account.
GoCardless will verify and approve your uploaded details, before processing the creation of your customers' new mandates on the date agreed (and specified in the previous step).
You will receive confirmation from GoCardless once completed.
You will need to ensure that all previous (transferred) customer mandates are cancelled.
If you're moving to GoCardless from another provider/bureau, they will need to perform this action on your behalf.
We recommend that this action is performed on the same date as the new mandates being created.
Within 7 days of your customers' mandates being set up, GoCardless will send all affected customers an updated Service Agreement.
This agreement will confirm your merchant name (as it appears in the GoCardless system), along with your Direct Debit User ID.