This article explains the steps involved in processing a bulk change of your active customers' ACH 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 are as follows:
Once you're ready to get started, please send an email to email@example.com letting us know you wish to begin the bulk change process.
Alongside this, you will need to find out if your customers' Service Agreements are held with yourself as the merchant or with your existing Direct Debit provider/bureau.
GoCardless will send you a template notification email you can use to inform your customers of the change in provider.
Within ACH Direct Debit scheme rules, you are only required to notify your customers if changes are being made to their charge amount and/or date. If applicable, these changes must be communicated in line with the notice period agreed in the Service Agreement. If no notice period has been agreed, in accordance with scheme rules, the following timeframes must be adhered to.
- A change to the amount being charged must be communicated a minimum of 10 banking days before the next entry
- A change to the charge date must be communicated a minimum of 7 banking days prior to the next debit
Send the notification to all customers whose Direct Debit details (amount and/or date) are changing.
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 (if required)
- 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 customer details to and then upload into your GoCardless account. Please note that payments/subscriptions will need to be created after the customers have been imported to your GoCardless dashboard.
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.
IMPORTANT: Under the NACHA rule, return authorisations (i.e. chargebacks) can be made up to 2 years after the mandate has been cancelled. You (the merchant) must therefore keep the original authorisation and records for at least 2 years after the last transaction.