If you believe there have been duplicate payments collected from the same customer, you may wish to check the Payment History tab within the customer to confirm this. You can then check the below to find out why this may have occurred:
Has the customer been uploaded/added to Access PaySuite DDCMS twice in error?
Is there more than one contract active within the customer? i.e., have you added additional contracts?
If an adhoc customer, has the customer's Bank Ref been included twice on your payment file?
If none of the above relates to your issue, please contact us via the Access Digital Assistant and a member of the team will investigate further.
📌Note: If the customer has reported two payments for the same amount showing on their account for the same date, and their Payment History shows one unpaid payment; ask the customer to check that the second payment is not the payment re-entering their bank account as an unpaid.