FAQs

iDirectDebit- questions and answers

Here are some frequently asked questions about Direct Debit collections with iDirectDebit. Can’t find the answer you’re looking for? Please call 01276 856 464 or email us and we’ll be happy to help.

Security

How secure is your service?
We subscribe to the Data Protection Act. As a Commercial Direct Debit bureau (Number B08032), we must also adhere to the security procedures laid down by BACS.

How are our funds protected when using your Direct Debit service?
We ensure that customer funds prior to BACS transferring are held in officially documented client accounts.

What is the Direct Debit Guarantee?
Our Direct Debits are 100% guaranteed. This means any payer can claim the value of their Direct Debit back if they feel it has been taken incorrectly.

What is BACS?
BACS (Bankers Automated Clearing System) is the system used by banks and other organisations that transfers and collects monies electronically through the banking system. It’s run by a membership-based industry body and the entire process is closely regulated. BACS has now changed its name to VOCA Link Ltd.

What checks do you make to validate the information a payer provides on setting up?
We always validate payers’ bank details - with our paperless service, this can be easily done online real-time. There is an additional service for validating ownership of bank details.

How can you provide a Direct Debit service when our bank has declined us?
We’re a Commercial Direct Debit Bureau (Number B08032). As such, we’re approved by both our bank and by BACS to provide debiting services. We have a long and trusted relationship with our bank.

What contingency do you have in place?
We offer a variety of secure solutions: online back up, dual location of systems, dual HSMs and offsite tape and hard drive back up. Discover more about how iDirectDebit can help in case of systems failure.

Getting started

Is Direct Debiting suitable for any size of organisation?
Absolutely. Direct Debiting is proven to be the ideal way for all types of organisation –from large corporations to small local clubs – to collect payment easily and on time. Direct Debits give you control over recurring billing, can improve cash flow overnight and customer retention long-term. Read what our customers have to say about the benefits of using iDirectDebit.

How can you provide a Direct Debit service when our bank has declined us?
We’re a commercial Direct Debit Bureau (Number B08032). As such, we’re approved by both our bank and by BACS to provide Direct Debiting services.

Can our business name appear on a customer/member/donor bank account statement?
We can set up an individual Service User Number (SUN) to ensure that your name appears on the bank statement, rather than ours. If you already have your own SUN, you can instruct the bank, when completing the direct debit application, to use your preferred name.

How long does it take to activate my Direct Debiting account after I have applied?
We can begin providing you with our Direct Debiting bureau service within just a few days. However, paperless Direct Debits (setting up transactions via phone and web site) can take longer than paper Direct Debits (also called mandates).

How do I get my money once it has been collected by Direct Debit?
Our Direct Debiting bureau service collects the money on your behalf then transfers it by BACS free of charge directly to your bank account. We can also send the funds via a same day transfer (called CHAPS) but this will incur a bank fee. If you have your own Service User Number (SUN), the direct debit monies will be paid directly to your bank account.

Can I set up Direct Debits via the phone or from our website?
Yes, our iDirectDebit payment service can be linked to your website and call centre to set up new payers – discover how easy it is.

Why can’t I go to my bank for a Direct Debit service?
To provide a Direct Debit service account or Service User Number (SUN), a bank would have to first sponsor you to BACS then indemnify themselves against your making any collections that have to be refunded. In other words, if you’re unable to make the repayment the bank has to do so on your behalf – putting it at risk.

Banks also want to make big profits; the volumes have to be high enough to give a suitable return. The bank therefore needs to risk assess an organisation and its size then weigh this up against how much profit it can make – discover more about the advantages of using iDirectDebit bureau over a bank

Can I automate the whole process?
Yes, automation can be either partial or full. If you need to provide collection amounts each month, we can provide a ‘Collection File’ in CSV format. If you want to take control of the entire process from sign up to edits and receipt of reports, we have an ‘API’ (Application Programme Interface) solution. If your developer would like to review this, please email us for the necessary documents.

Setting up payers

How long does setting up a new payer take?
This takes just a few minutes – see for yourself how easy the process is with our online customer sign up demo.

Can we offer our payers a choice of payment date?
Of course! If you are new to Direct Debiting, it’s best to discuss this with us so that we can advise on what’s best for your individual requirement.

Do we need a signature from our customer to set up a Direct Debit?
Yes, if you use a paper form to set up a new payer. No, if you use our paperless service which is ideal for transactions via your web site, phone or face to face. Discover more about how to set up your payers.

Can I sign up payers online?
We can set up an e-commerce service enabling you to sign up payers via your website. We have 3 options available, depending on your needs.

Will payers be notified when the direct debit has been set up?
Payers will be sent set up confirmation in 30 seconds or less by email (later by post). If the amount to be debited is known/fixed each month, then the same email will provide Advance Notice to inform the payer of the payment schedule.

Will our website get any feedback that the Direct Debit sign-up was successful?
If you provide us with a return url, the system will send immediate confirmation to indicate that the payer set up is complete.

Unpaid Direct Debits

When are unpaid reports available?
Unpaids are downloaded three working days after what the ‘due date’ (date of debit).

How do I manage unpaid Direct Debits?
There are two options: we can auto debit a second time either seven days later or on another date of your choice.

Do you re-present them or do we have to resubmit?
We re-present them on your behalf.

What are the ARUDD/ADDACS reports?
ARUDD (Automated Returned Unpaid Direct Debit) details payers who have not paid. ADDACS (Automated Direct Debit Amendments and Cancellations) details payers who have either cancelled by instructing their bank or amended account details.

What should I do with the ADDACS/ADDACS reports?
We will use them to update our records; you will need to do the same with yours.

Administration

How easy is it to administer paperless Direct Debiting?
It’s very simple because there’s so little to do. Firstly, payers are signed up which can be done in one of three ways:

• by completing the paper mandate form and adding the name, address and bank details to our online administration service.
• over the phone by keying direct into our online service.
• on your website, where the payer keys in the data themselves.

If the collection amount is fixed, we can then begin Direct Debiting right away and forward any relevant reports to you. If the amounts vary each month, they can be keyed onto our online system. The process can be partially or fully automated.

How often can I send you a new payer file?
This may depend on how many new payers you plan to send in a file. If just a few, once a month is sufficient.

How often can I send you a charge file?
Large volume customers sometimes send these daily, while those with a small volume send theirs as little as once a month to reduce costs.

What are ARUDD/ADDACS reports?
ARUDD (Automated Returned Unpaid Direct Debit) details payers who have not paid. ADDACS (Automated Direct Debit Amendments and Cancellations) details payers who have either cancelled by instructing their bank or amended account details.

What should I do with the ADDACS/ADDACS reports?
We will have updated our records; you will need to do the same with yours.

Do you have an online administration service?
Yes and it’s extremely simple to use – take a look for yourself with a demo of our online admin portal.

Do you have a reseller agreement for referrals?
Yes, we would be happy to provide details of our excellent reseller agreement – please email us for information.

What support do you provide?
A personal Account Executive is appointed to mange your account. Support is available Monday – Friday between 8.30 am and 5.30 pm, and is inclusive in the cost of the service. If you have any queries or need help, please call Customer Services on 01276 856 464.

Call 01276 856 464 or email for details.