When a customer has cancelled their Direct Debit Instruction (DDI) directly with the bank, a cancelled contract can be restarted. The DDI can be reactivated within 60 days of cancelling as long as the payer's status isn't set to expired in Access Paysuite DDCMS.
The status then automatically updates in DDCMS to pending to activate when the instruction is received from BACS.
You shouldn't restart a contract if a Give Notice (Terminate Contract) patch has manually been applied to the contract or if the contract has been archived, in which instance a Give Notice patch has been automatically applied.
In both instances, the contract displays an End Date. If this is the case, you should add a new contract to the customer instead.
📌Note: When restarting a cancelled DDI, please ensure you have authority from the customer to do this. When re-signing up the customer, this does not have to be using the same method as the initial DDI.
📌Note: Restarting a DDI for a contract after it has been cancelled requires the same timeline as initially setting up the DDI. This means that you must allow the minimum required working days before the next payment collection date. Please check with the Customer Success team if you are unsure of your set delay days.
Restart a cancelled Direct Debit
If the customer has cancelled their DDI with the bank but you've subsequently received authorisation to start collecting payments again, you can restart the DDI by following the steps below:
Within the CUSTOMERS tab, find the customer by searching any of the fields.
Click View Customer the eye icon. This takes you to the customer’s PROFILE tab.
Click on the CONTRACTS tab.
On the contract row under Actions click the green cog icon and select Reinstate from the dropdown.
Click Reinstate the Direct Debit.
Click OK.
The Contract Status changes to Pending to activate (0N in the queue to be sent) and the DDI is re‐submitted to the bank.