United Kingdom (Bacs) custom notifications

The following is a guide to building custom notifications for merchants using GoCardless Advanced or GoCardless Pro, and for partners.

In order for payers in the UK to authorise merchants to take payments from them via Bacs, the local Direct Debit payment scheme, they must complete a Direct Debit Instruction, also known as a mandate.

Once the mandate has been set up, there are 2 types of notifications that payers must receive:

Direct Debit setup confirmation
Advance notices

Customers on GoCardless Advanced or GoCardless Pro have the option to use GoCardless’ own notifications, or to create their own custom notifications by using our Custom checkout experience and payer notifications add-on feature. Please note there is an additional “add-on” monthly fee called Custom checkout experience and payer notifications.

Partners can opt to create custom notifications as well. This will enable merchants who are using GoCardless through their app to offer their customers (payers) a consistent branding experience.

Please note: Custom notifications will need to be approved by GoCardless before being implemented.

How to build custom notifications

There are 3 steps to ensure compliance with Bacs scheme rules and GoCardless processes:

1. Create a Direct Debit setup notification
2. Create notifications to inform payers of upcoming payments. Depending on your collection type, these notifications could relate to:

Subscriptions of fixed amounts at regular intervals
Subscription amendments
One-off payments, or payment schedules of varying amounts

3. Submit notifications to GoCardless for approval

The details for each are below, and there’s a Summary table at the end of this article.

1. Direct Debit setup confirmation

This tells the payer that their Direct Debit mandate has been correctly set up.

There are 2 compulsory points to note around how the notification should be sent:

Confirmation must be received by the payer either within 3 business days of them providing their details, or alongside their first payment notification, if the first payment is taken within a month of the payer providing their details
Confirmation can be provided via email or post

The notification itself has 8 compulsory elements, and there is an additional compulsory element for partners:

Compulsory:

Heading advising confirmation of the set-up of the Direct Debit Instruction	For example ‘Important: Confirmation of the setup of your Direct Debit Instruction to [Service User Number (SUN) Name]’. There is flexibility on the exact wording, but the payer must be aware (1) that a Direct Debit has been set up, and (2) who is charging them. Merchants - the SUN name is the wording you’ve chosen to appear on payers’ bank statements, typically simply your trading name Partners - make a GET request to the creditors endpoint, and pull [scheme_identifiers: name] to populate the SUN name
Mandate reference	Integrators - make a GET request to the mandates endpoint, and pull [reference] to populate this field Postal notifications - You will need to follow the step-by-step guide at the end of this article under Postal notifications
Payer details as obtained in the sign-up process	Account holder name Bank account number - details must be redacted Sort code
Wording advising the payer to check the details provided	For example ‘Please check the details above. If they are incorrect, or there are any other issues, please contact us.’
Merchant contact details	Email address or phone number Partners - make a GET request to the creditors endpoint, and pull [scheme_identifiers: email] or [scheme_identifiers: phone_number] to populate this field
Advice of right to cancel	Text to read ‘You have the right to cancel your Direct Debit at any time.’
Regulatory footer & privacy notice	Text to read ‘Payments securely processed by GoCardless. GoCardless Ltd (company registration number 07495895) is authorised by the Financial Conduct Authority under the Payment Services Regulations 2017, registration number 597190, for the provision of payment services. GoCardless uses personal data as described in their Privacy Notice. Postal notifications - Text to read 'Payments securely processed by GoCardless. GoCardless Ltd (company registration number 07495895) is authorised by the Financial Conduct Authority under the Payment Services Regulations 2017, registration number 597190, for the provision of payment services. GoCardless uses personal data as described in their Privacy Notice - see https://gocardless.com/privacy/.’
The Direct Debit Guarantee	You must include the full text of the Direct Debit Guarantee, including the Direct Debit logo, as shown here. Merchants - in place of the boxes currently reading 'GoCardless', this text should read your SUN name i.e., 'GC Re + [text you have chosen to appear on payers' bank statements]' Partners - in place of the boxes currently reading 'GoCardless', make a GET request to the creditors' endpoint, and pull [scheme_identifiers: name] Merchants and partners - ensure you use the correct number of days advance notice - i.e., 3 days

Compulsory for partners:

Include wording specifying the name of the merchant who will be charging the payer. For example ‘[Merchant Name] can now collect payment(s) from you by Direct Debit.’

Make a GET request to the creditors endpoint, and pull [name] to populate this field. This may be different to [scheme_identifiers: name] as mentioned in point 1, in that:

For standard merchants - [scheme_identifiers: name] = GoCardless
For customers using the add-on feature Merchant Name on Payer Bank Statements - [scheme_identifiers: name] = merchant name

Therefore, pulling [name] makes it explicitly clear to payers which organisation their payments are ultimately going to, as this will always reflect the merchant name.

2.1. Advance notice - subscriptions of fixed amounts at regular intervals

This tells the payer when to expect a series of payments of the same amount and regular intervals. A single notification to cover the entire subscription is sufficient.

This notification may be combined with the mandate setup confirmation.

There are 2 compulsory points to note around how this kind of advance notice should be sent:

Notice must be received by the payer no less than 3 business days prior to the payment being charged, unless you have explicitly agreed with GoCardless for this to be 2 business days
Confirmation can be provided via email and/or post

The advance notice itself has 5 compulsory elements and 1 recommended element.

Compulsory:

Service User Number (SUN) name	Merchants - this is the wording you’ve chosen to appear on payers’ bank statements, typically simply your trading name Partners - make a GET request to the creditors endpoint, and pull [scheme_identifiers: name] to populate this field
Payment details	Amount being charged Charge dates, including final charge date, if applicable Instruction that the amounts will be charged via Direct Debit
Mandate reference	Integrators - make a GET request to the mandates endpoint, and pull [reference] to populate this field Postal notifications - You will need to follow the step-by-step guide at the end of this article under Postal notifications
Merchant contact details	Email address or phone number Partners - make a GET request to the creditors endpoint, and pull [scheme_identifiers: email] or [scheme_identifiers: phone_number] to populate this field
Regulatory footer & privacy notice	Text to read ‘Payments securely processed by GoCardless. GoCardless Ltd (company registration number 07495895) is authorised by the Financial Conduct Authority under the Payment Services Regulations 2017, registration number 597190, for the provision of payment services. GoCardless uses personal data as described in their Privacy Notice. Postal notifications - Text to read 'Payments securely processed by GoCardless. GoCardless Ltd (company registration number 07495895) is authorised by the Financial Conduct Authority under the Payment Services Regulations 2017, registration number 597190, for the provision of payment services. GoCardless uses personal data as described in their Privacy Notice - see https://gocardless.com/privacy/.’

Compulsory for partners:

For standard merchants - [scheme_identifiers: name] = GoCardless
For customers using the add-on feature Merchant Name on Payer Bank Statements - [scheme_identifiers: name] = merchant name

Therefore, pulling [name] makes it explicitly clear to payers which organisation their payments are ultimately going to, as this will always reflect the merchant name.

Recommended for merchants and partners:

Heading that is identifiable to payers. For example 'You've set up a Direct Debit subscription'.
Include the payer details as obtained in the sign-up process

Account holder name
Bank account number - details must be redacted
Sort code

2.2. Advance notice - subscription amendments

It is a Bacs Direct Debit scheme requirement for payers to be notified of any amendments to existing subscriptions, for example a price change, pause or resume.

Notice must be received by the payer at least 3 business days before further payments are charged under the new terms, unless you have explicitly agreed with GoCardless for this to be 2 business days.

The amendment notification has the same required elements as the ‘Advance notice - subscriptions of fixed amounts at regular intervals’, and it must also include the date that any changes will come into effect.

We recommend the heading to be ‘Your subscription has been updated’.

2.3 Advance notice - one-off payments, or payment schedules of varying amounts

This tells the payer when to expect a single payment, or any payment in a payment schedule of varying amounts.

The requirements are exactly the same as in section 2.1, except that for payment schedules of varying amounts, advance notice must be sent before each payment.

This notification may be combined with the mandate setup confirmation. However note that for payment schedules of varying amounts, only the first advance notice may be combined with the DD setup confirmation. Separate advance notice must be sent for each future payment.

Important: It is recommended to also include the date that the email is being sent in case a customer or bank were to dispute the date they received the advance notice.

3. Submit notifications to GoCardless for approval

Example templates of your payment pages must be sent to GoCardless for approval prior to your go-live date. Once you have written approval from GoCardless, you may implement the payment pages.

To test your payment pages, you can sign up here for a sandbox account.

What if I’m a partner?

When creating a new partner app and going through our technical certification process, you’ll be able to submit custom notifications for approval through our partner portal.

Summary table

The below shows a summary of the relevant information in each type of custom notification.

All information is required unless specified otherwise.

		ADVANCE NOTICE
	Direct Debit setup confirmation	Subscriptions of fixed amounts at regular intervals	Subscription Amendments	One-off payments, or payment schedules of varying amounts (optional)
Heading that is identifiable to payers	Compulsory Must include the SUN name, and the term ‘Direct Debit Instruction’	Recommended	Recommended	Recommended
Mandate reference	Compulsory	Compulsory	Compulsory	Compulsory
Payer details	Compulsory	Recommended	Recommended	Recommended
Wording advising the payer to check their details	Compulsory
Merchant contact details	Compulsory	Compulsory	Compulsory	Compulsory
Merchant name	Partners - compulsory Merchants - N/A as this will already be displayed via the SUN name	Partners - compulsory Merchants - N/A as this will already be displayed via the SUN name	Partners - compulsory Merchants - N/A as this will already be displayed via the SUN name	Partners - compulsory Merchants - N/A as this will already be displayed via the SUN name
Advice of right to cancel	Compulsory
Direct Debit Guarantee including Direct Debit logo	Compulsory
Regulatory footer & privacy notice	Compulsory	Compulsory	Compulsory	Compulsory
SUN name		Compulsory	Compulsory	Compulsory
Payment details		Compulsory	Compulsory	Compulsory
Date that any subscription amendments will become effective			Compulsory
Include the date the email is being sent				Recommended

Postal notifications

If you're using custom payment notifications and are notifying payers via post rather than email, you'll need to follow the steps below to locate some of the required information for the notifications.

Mandate reference

This is a required element in all notifications.

Note that it is only possible to locate mandate references once you have entered your customers' details into the dashboard.

Go to the 'customers' tab in the GoCardless dashboard
Click on the customer's name
Click on their bank account
Populate your notifications with the mandate reference that appears under 'reference' on the mandate page.