This article explains the steps involved in processing a bulk change of your active customers' PAD 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:
Once you're ready to get started, please send an email to firstname.lastname@example.org letting us know you wish to begin the bulk change process.
You are required to notify all your existing customers that you are changing Direct Debit provider.
GoCardless will send you a template notification email you can use to inform your customers of the change in provider.
This template will state the minimum notice period as per the PAD scheme rules (10 days), as well as notification that the payer's authority will be transferred to GoCardless for any and all payments collected on and after the date of transfer.
Send the notification to all customers affected by your change in provider, no later than 10 working days prior to the transfer date.
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.