If you believe duplicate payments have been collected from the same customer, you may wish to check the Payment History tab within the customer record to confirm this.
You can then check the following to identify why this may have occurred:
Has the customer been uploaded or added to Access PaySuite DDCMS twice in error?
Is there more than one active contract within the customer record? For example, have additional contracts been added?
If the customer is an ad hoc customer, has their Bank Reference been included twice in your payment file?
If none of the above applies to your issue, please contact us via the Access Digital Assistant, and a member of the team will investigate further.
đNote: If the customer has reported two payments of the same amount showing on their account for the same date, and their Payment History shows one payment as unpaid, ask the customer to check whether the second payment is the unpaid collection being returned to their bank account.
Duplicate Bacs file submitted
Submitted files cannot be deleted.
If you have uploaded a duplicate Bacs file with the same collection due date, please contact us via the Access Digital Assistant and request to speak to a support agent. The team will be able to remove the duplicate collections if they are still pending and have not yet been submitted to the bank.
Alternatively, you can use the System Update Payments template to:
Set the payment amounts to ÂŁ0.00 to cancel the collections, or
Correct the amounts on the pending payments.
This option is only available where there is one collection per payer for that collection date.