Occasionally a customer's payment may fail to be collected. If the customer's Direct Debit mandate is still active, you will be able to retry the payment. You will not be charged for a failed payment.
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Please note: failed payments are not retried automatically. You are able to manually retry a failed payment up to 3 times. |
In order to manually retry a failed payment:
1. Click on the customer's name
2. Click on the payment
3. Click Retry
If you click this button, we will re-submit the payment immediately. You will then see a new charge date and you can follow the status of the retried payment in the payment timeline.
Learning why a payment has failed
If a payment should fail, we will indicate the reason for the failure, as well as a short description of the cause. There are 3 main types of failures:
1. The payment has failed and can be retried
This can happen if there are insufficient funds in your customer's bank account or when a "refer to payer" error was received.
2. The payment has failed along with the mandate
The mandate was not set up, which means that the customer has not given authorisation. We would advise you to contact the customer to set up a new mandate.
3. The payment has been disputed by the customer
The customer has stopped the payment from being charged. We would advise you to contact the customer to understand why they contested. You should only create a new payment once the dispute is resolved.
The following table shows a list of possible payment failure errors and an explanation for what the error message means:
| PAYMENT ERROR | EXPLANATION |
|---|---|
| Insufficient funds | Your customer's bank account had insufficient funds available on the payment date. |
| Refer to payer | The 'refer to payer' error is often used by the banks when no clear reason is given for the failure. Quite commonly, it means insufficient funds. |
| Bank account closed | The customer's bank account was closed before the payment could be taken. The mandate and all future payments will be cancelled. |
| Direct Debit not enabled | The customer's bank account does not allow Direct Debit payments to be taken. The mandate and all future payments will be cancelled. |
| Invalid bank details | The bank account details used to set up the mandate for this payment were incorrect. The mandate will be cancelled. |
| Mandate cancelled | Either you or the customer has cancelled the mandate. The customer may have cancelled the mandate at their bank or requested this action from GoCardless. |
| Authorisation disputed | In the SEPA Direct Debit scheme, customers are entitled to a refund for any payments they did not authorise. They have 13 months from the date of the payment to claim a refund. |
| Refund requested | In the SEPA Direct Debit scheme, customers have an 8 week window where they're able to get a refund for authorised transactions. |