Contract and Customer Management
Maintaining and updating customer records, managing contracts and tracking payments.
Patches
What a patch is, and how and when to use them.
View Direct Debit notice periodThis article explains how to view your Direct Debit notice period in Calendar View.
Unable to delete skip patchthis article explains you can't delete a skip patch once its start date has passed.
Terminate a contract with a give notice patchThis article explains how to terminate a contract using a Give Notice patch.
Patches used on a Direct Debit contractVarious patches to apply on a Direct Debit contract.
Error: From date should be greater that contract start dateError when trying to add a patch.
Deleting a skip patchDelete a skip patch and resume collections.
Change Amount patch on first amount"Amount should be different than old contract amount" message received, when trying to add a patch to a first amount on a rolling Direct Debit.
Bank References
All you need to know about bank references.
Name on your customer's bank statementsConfirming the name which appears on your customer's bank statement when a Direct Debit is collected.
Using special characters in Direct Debit referencesSpecial characters which are allowed in a Bank Reference.
Amend a bank referenceSteps to amending a bank reference.
Advance Notice
Formal notification sent to a customer before a Direct Debit is collected.
Sending advance notices to customersSending Advance Notice Letters (ANLS) to customers.
Update your organisation's contact information for Advance NoticesUpdating the contact details shown on Advance Notice Letters (ANLS) sent to your customers.
My customer hasn't received their Advance Notice Letter (ANL)What to do if your customer hasn't received their ANL.
Deleting an advance notice or amendment letterDeleting an Advance Notice or Amendment letter before it is sent to the customer.
Will customers be notified when an ad hoc payment is set up?Explaining whether customers are notified when an ad hoc Direct Debit payment is submitted.
Correcting errors in sent Direct Debit advance notice lettersWhat to do if an error is found after an Advance Notice Letter (ANL) has been sent.
Advance notice email not received by payerOutlining what to do if a payer hasn't received their Advance Notice email.
Download a copy of an amendment letterExplaining it's not possible to download a copy of an amendment letter, but it can be resent to the customer.
Updating Direct Debit advance notice letter body textWe can only amend the body of the text in Direct Debit Advance Notice Letters in exceptional circumstances.
Notice period for terminating your contractFinding out your notice period for terminating your contract.
Contract
A guide to managing your customer's contracts.
Update the first amount on fixed or rolling contractsUpdating the first amount on fixed or rolling contracts.
Change the payment date of a contractChange your customer's Direct Debit collection date.
Contract Updates tab shows Instruction Amended - No action required.Confirmation of the meaning 'Instruction Amended - No action required.'
Payment status after contract cancellationThe outcome of scheduled payments when a customer cancels their contract.
Set up more than one contract with the same bank detailsSetting up more than one Direct Debit contract with the same bank details.
Cancel and archive a contract and view archived contractsSteps to cancel and archive a customer and how to view archived contracts.
Continuing payments after a fixed contract endsWhy fixed contracts can't be extended and how to continue payments by setting up a new contract.
Direct Debit
Setting up your Direct Debits
Add or amend an Additional Reference of a Direct Debit contractA guide on adding or amending an Additional Reference for an existing contract.
Sending an 0C when a Direct Debit contract is archivedAn 0C transaction and when it is sent by DDCMS.
Sending an 0C when a Direct Debit fixed contract endsAn 0C is sent automatically when a contract ends on its own.
Identifying which payers relate to the corporate Direct Debit chargeFinding which payers relate to the corporate Direct Debit charge on your monthly invoice.
Cancel an upcoming Direct Debit paymentStopping a pending payment from being taken.
Reinstating a cancelled Direct Debit at the payers bankADDACS reason code R.
Verifying if a customer's account accept Direct DebitsChecking if a customer's bank account details are approved for Direct Debit.
A Direct Debit contract showing as suspendedWhy a Direct Debit contract is suspended and how to reactivate it.
Next payment not collected after Direct Debit contract was restartedDirect Debit payment not collected after restarting contract.
Confirming if a Direct Debit will cancel after multiple unpaid paymentsWhether a Direct Debit automatically cancels after repeatedly going unpaid.
Locating your Direct Debit referenceFinding your Direct Debit reference, in order for us to find the company you're paying.
Report on cancelled Direct Debit contractsCreating a list of cancelled Direct Debit contracts including the date of cancellation.
Setting up a Direct Debit when more than one person is required to authorise itMore than one signature required on a Direct Debit form.
Direct Debit dormancy ruleThe Direct Debit dormancy rules.
Set up a Direct Debit using a business accountWhether a Direct Debit can be set up using a business account.
Represent a failed Direct DebitRepresenting unpaid Direct Debit payments.
Direct Debit with a non-UK bank accountDirect Debits can't be set up using European or international bank accounts.
Restart an archived Direct Debit contractReactivating an archived Direct Debit contract.
Send an automated email when a customer cancels a Direct Debit via their bankSending an automated email to a customer when they cancel their Direct Debit contract.
Gift Aid ReportIdentifying customers that have selected Gift Aid.
How to
Managing customers and contracts.
Change the trading name for your organisation or companySteps on changing the trading name for your organisation or company.
Switch between accountsSwitch between grouped accounts.
Duplicate payments collected from a customerPossible reasons why a customer has had duplicate payments collected.
Add a Cancellation Code and ReasonAdding a Cancellation Code and Reason.
Cancellation codes and templatesCancellation codes and communications.
Add customers using telephone sign upSign up customers for Direct Debit over the telephone.
Delete a customers personal dataReasons we're unable to delete a customers personal data.
Contract and Customer Management FAQs
Quick answers to common questions about contract and customer management.
Pending to activateExplanation of the term pending to activate.
Meaning of 'not-presented'When a payment shows as not-presented.
Customer bank details validation in DDCMSValidation of bank details within Access PaySuite DDCMS.
Erase the data of a customerWhy we are unable to erase the data of a customer.
Pending to cancelExplanation of the term pending to cancel.
Pending to expireExplanation of the term pending to expire.
Represents scheduled for collectionWhen represents are scheduled for collection.
Customer payment marked as first payment after migrationWhy a payment can show as a First Payment on a bank statement after migration.
How Gift Aid is updated from Charity CRM to DDCMSWhich field in CRM triggers Gift Aid to be selected in Access PaySuite DDCMS.
Continuing a joint contract after a spouse's deathIf a joint contract can continue after a spouse's death.
Automatic reference not assigned when adding a new customer via the Schedules tabReference not assigned automatically when adding a customer within the Schedules tab.
Hide unused templates in the File Upload tabHiding unused templates in the File Upload tab.
Frequency Switching
Getting started with Frequency Switching
Changing the frequency of a Direct DebitFrequency switching possibilities for your Direct Debits.
Amend customer detailsUpdate a customer's bank details and contact details.
Request a one-off payment for a contractArrange a collection for an ad hoc payment from a contract.
Restart a cancelled Direct DebitA guide to reactivating a cancelled Direct Debit, and in which circumstances a Direct Debit can be reactivated.
Change the payment amount permanentlyChange a payment amount on a fixed or rolling contract.
Amend or delete pending ad hoc payments in bulkAmend or delete pending ad hoc payments in bulk via the File Upload tab.
View an individual payer's payment historyChecking a payer's previous payments and which payments have been collected.
Adding an additional contract to a customerSteps on adding an additional contract to a customer.
Cancel a customer's Direct Debit contractA guide on cancelling a customer's Direct Debit contract.
Change the start date of a contractChange the start date of a Direct Debit contract.
Change the payment date of an annual contractChange the payment date of an annual contract using the File Upload.
Change the payment amount temporarilyTemporarily change the payment amount on a contract.
Skip a contract payment using a patchSkipping a payment by using a skip patch.
Locate sent amendment and advance notice lettersWhere to find amendment and Advance Notice letters that have been sent.
Add or amend a termination date of a contractEnd or amend a Direct Debit contract, and what a give notice patch is.
Resend advance notice to a customerResending an Advance Notice Letter (ANL) or email.
Viewing the New Direct Debit setup notice period on a Direct Debit contractUsing the Calendar View icon to check the Direct Debit notice period on a contract.
Locate a customer's contractLocate a customer's Direct Debit contract.
Check the status of a customerCheck the status of a customer and whether they are active or cancelled.
View a Direct Debit contract to check for Gift Aid selectionCheck if Gift Aid was selected on a Direct Debit contract.
Adding an Additional Reference to a Direct Debit contractAdding an additional reference when setting up new contracts.
Deleting a pending represent paymentRemoving a pending represent payment in DDCMS.
Check the details of an individual paymentCheck the details of an individual payment including the status and due date.
Locate a customer's bank reference numberFinding a customer's bank reference number.
Ending a skip patch earlyEnd a skip patch early.
Adding or editing Customer Answers in DDCMSAmend an answer to a custom question, and how to add a custom answer to a contract.
Add or amend a customer referenceAdding or amending a customer reference.
Adding a memo or document to a customerAdd notes and upload documents to a customer.
View Active and Upcoming SchedulesView active and upcoming contracts for your customer.
Create a new service or scheduleCreate a new service or schedule, or how to update an existing schedule.
Identifying the reason of an unpaid Direct Debit paymentChecking why a customer's Direct Debit payment is unpaid.