Contract and Customer Management
Maintaining and updating customer records, managing contracts and tracking payments.
By Ollie and 2 others3 authors90 articles
Patches
What a patch is, and how and when to use them.
- 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.
- Use special characters in Direct Debit referencesSpecial characters which are allowed in a Bank Reference.
- Edit a bank referenceAmend a bank reference in line with Direct Debit and format requirements.
Advance Notice
Formal notification sent to a customer before a Direct Debit is collected.
- Send advance notices to customersEnsuring customers stay informed with smooth, automatic delivery of their Advance Notice Letters (ANLs).
- 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.
- Delete 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.
- Correct 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 advance notification letterSave or print a copy of an Advance Notification Letter (ANL).
- Update 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 requiredConfirmation 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 contractsCancel and archive contracts, review archived customer records, and use the Cancel and Archive button in the customer contract screen.
Direct Debit
Setting up your Direct Debits.
- Add or amend an additional referenceAdd a new additional reference or update an existing one for a Direct Debit contract.
- Identify 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.
- 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.
- 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.
- Use the Cancellation Templates MenuCancellation codes and templates in Access PaySuite DDCMS.
- 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.
- Access to obfuscated bank detailsRequesting access to obfuscated customer bank details.
- Create Email and Letter Cancellation TemplatesSet up an Email or Letter Cancellation Template to maintain consistent and accurate cancellation communication.
- Dual language setup for existing customersEnable dual language in Access PaySuite DDCMS for existing customers.
Contract and Customer Management FAQs
Quick answers to common questions about contract and customer management.
- Meaning of 'not-presented'When a payment shows as not-presented.
- Customer bank details validationValidation of bank details within Access PaySuite DDCMS.
- Erase the data of a customerWhy we're unable to erase the data of a customer.
- 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.
- Continue 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 tabManaging and hiding unused templates within the file upload tab.
- Direct Debit status definitionsThe meaning of the Pending to Activate and Pending to Cancel statuses within Access PaySuite DDCMS, and what triggers these changes.
Frequency Switching
Getting started with Frequency Switching.
- Change 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 or Reinstate 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.
- Add 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.
- Resend advance notice to a customerResending an Advance Notice Letter (ANL) or email.
- View Direct Debit notice periodUsing 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.
- Delete 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.
- End a skip patch earlyEnd a skip patch early.
- Adding or editing Customer AnswersAmend an answer to a custom question, and how to add a custom answer to a contract.
- Add or amend a customer referenceAdd a new customer reference or update an existing one, including the required character and length restrictions.
- 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.
- Bulk frequency switchingCreating and uploading a bulk frequency switch file.
- Edit start date of a future schedule versionUpdate the start date of any future schedule version quickly and confidently through the interface, with guided steps and built-in validation to avoid conflicts.
- Extend the contract end dateExtend a contract end date when a customer is on an end‑on‑exact‑date or number‑of‑debits payment schedule.