Below is a summary of the communications we send to your customers when you use direct debit.

All emails can be sent with your logo, icon and custom brand colours.

When you send a mandate to a customer

• When you send a mandate from the Adfin console, we send an email inviting your customer to authorise a mandate

  • You can also add your own custom message to this

  

• If your customer hasn’t authorised the mandate, we send an email every 7 days reminding them to, up to a maximum or 3 times (21 days) - this is the same as the above email

• When your customer authorises the mandate, we send an email to them confirming the mandate

  

When you schedule a payment

• We send an email 3 working days before the payment is scheduled notifying your customer we will take a payment for the given amount via direct debit

  • If the payment is linked to a specific invoice, we attach the invoice that this payment relates to this email

  

When a payment is successful

• Once we know that the payment has been successful (3 days after it is taken from the customer account), we send a confirmation email

  

When a payment fails

• We send an email to you notifying you of the payment failure and details
• We send an email to the customer notifying that the payment has failed and we will try again in 3 working days
  • If the payment fails again we repeat this once more, then we send a one-time payment request, where the customer can instead by by card or pay by bank