Occasionally a customer's direct debit payment will fail. You will be able to see all failed payments on the Failure page in your billing section.
The most likely cause of a failed payment is insufficient funds in the customer's bank account. You have three options to resolve the failed payment.
The first option is to retry the payment on GoCardless. You can now do this directly from within TeamUp. It is advisable to check with your customer whether the account they are using for the Direct Debit has sufficient funds. If this attempt is successful the failed payment will be removed from the Failures page and be marked as paid in your revenue report. Future monthly payments scheduled to be processed through GoCardless won't be affected.
You can contact GoCardless (email@example.com and 020 7183 8674) with the Bill ID of the failed payment to ask them for more information if a payment continues to fail.
The second is to convert the failed payment to a pending cash payment. This means that you'll accept payment outside of TeamUp (in cash, via in-store card reader, or via an online payment not connected to TeamUp). Future monthly payments scheduled to be processed through GoCardless won't be affected.
The third option is to forgive the payment. You might want to do this if you are cancelling the customer's membership and plan to collect no further payments from the customer.
Please contact us at firstname.lastname@example.org if you have any further questions about using GoCardless with TeamUp.
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