Payer screening FAQs
As part of our ongoing commitment to regulatory compliance, GoCardless automatically monitors all payments.
If automated monitoring flags a customer, their associated payment is put on hold whilst a manual review is carried out. In most cases, we will be able to conclude this review without contacting you and payments will proceed as normal.
If this is not possible, we will reach out to you for additional information. Please see below for further details.
Requested information
In cases where additional information is required for an individual customer, we will reach out via email to request their Date of birth.
Providing this information promptly helps us process transactions smoothly and avoids unnecessary delays in you receiving your funds.
Providing information
If we require details regarding your customer(s), we will send you an email instructing you to action the following:
- Log into your GoCardless account. You will see a notification banner on your Home page
- Head to the Customers section of your GoCardless dashboard.
- Follow the prompts to see the affected customer(s).
- Submit the date of birth for your customer.
FAQs
Who will email notifications be sent to?
We will send an email notification to all admin and read-write users. To ensure you receive these emails , please ensure your user details in the teams section are accurate & up to date, and are enabled to receive notifications.
You can also choose to be notified via webhooks when your customers are put through compliance checks. Please see our API documentation here.
What is the deadline for providing this information?
You will have seven calendar days from the initial request date to submit this information. We will send a reminder email three days before the seven calendar days deadline.
What happens if I don't provide the information by the deadline?
What happens if I’m unable to provide the information?
We require this information to meet our regulatory requirements and ensure your payments are processed securely. If you are unable to provide the requested customer information within the seven-day window, the specific payment will be cancelled.
However, you can re-try the payment once you have the required information from your customer. If you are ultimately unable to obtain these details, you will need to to collect these payments outside of GoCardless.
How soon after providing this additional information will the compliance check be resolved?
Once this additional information is submitted, we aim to resolve our review within 1 business day.