Gocardless recurring direct debit payments - incorrectly showing overdue.

I have been having exactly the same experience.  I've spent several hours over yesterday and today on this issue.

Yesterday morning I noticed that all the invoices in QuickBooks due to be paid by direct debit via gocardless were set to "Let Customer Make Payment".  Checking in gocardless the invoices were scheduled fine.

I regularly use the "Accounts receivable ageing summary" report to see the outstanding payment profile and it was obvious that something had massively changed since last week as there was an order of magnitude more lines present on it.

Gocardless undertook some maintenance on Saturday which they had emailed was going to happen and had successfully been completed.  I immediately guessed that this was the reason why there was an issue.,

I contacted support by webchat and finally explained what had happened and they said they would investigate.  I later got a message saying it was fixed.

I could see that the the invoices could see that they would be paid by direct debit rather than manually which was a step forward.  However they weren't in a PAID state like usual, so still appeared on the aged debtors report.  I contacted support by web chat again and had a terrible experience- they couldn't grasp the issue at all and ended up cutting me off.  I then called support to complain about this experience and try and explain the issue again. 

They said the invoices wouldn't be set to the PAID state now but it should be fine going forward.  Obviously I'm not happy about this but I could understand.

However todays invoices created by recurring transaction and being paid by direct debit are in the same state - not PAID.

I called support yet again and have been told this is happening by design.   I cannot believe this.  You do not change the fundamental behaviour of the system without notifying customers.   

I've raised a complaint and am currently waiting for a call back from a manager.

It's obvious that the support team we deal with don't understand the gocardless integration and how it works.  It's not helpful to be told over and over that the invoice isn't marked as PAID because we haven't had the money yet.  Having to explain how the system has been working for years to support on each interaction with them is such a total waste of my (and your) time.

Between this issue and the ongoing invoice email lottery issue I'm becoming more and more disillusioned with QuickBooks.

Hi DCelland and SEdmunds, thanks for your posts and apologies for your experience with our support team on this. We raised a reported incidence for GoCardless yesterday where UK customers were unable to collect payments using GC. As a result, impacted customers were unable to use the direct debit option on their invoice. This has now been resolved and all customers with active mandates will default to the DD option on the invoice. 

If the invoice was not amended, this should still process as usual on QB. If the payment hasn't processed in QB, this can be recorded manually by creating a bank deposit (via the + new icon) > tick the invoice > in the 'add funds to this deposit sectio'n enter the gocardless fee account in the account column and enter the fee as a minus > save > match to the transaction in the banking screen. If you are continuing to experience any issue with this, please get back to us below. 

Thank you for your reply.

However you have missed the existing main issue.

The invoices when going through the gocardless direct debit route are no longer flagged as PAID.  This behaviour has changed since last week.  Therefore invoices are showing as overdue etc., which they aren't as they are being paid by direct debit but that takes a few days to process and hit the bank account.

This new behaviour is broken, not a new feature as I've been told.

I shall quote the system help to make this clearer:

"What happens after I save an invoice with the Schedule direct debit option?

The invoices are not being marked as paid.

Please escalate this to someone who can help.

Thank you.

Hi  , 

Thanks for coming back to us. I agree with SEdmunds in that you (and your colleagues) don't seem to grasp the issue here. It seems nobody at your end understands the Gocardless integration process and could do with some training on the feature. 

To repeat what we  have already told you - Our Gocardless Direct Debit invoices are showing as "overdue" when they should be showing "paid". This is a new fault which has occurred since last week. One of your colleagues, Sally, told me this is the new way the Gocardless integration should work going forward, but that makes no sense and your help guide (the one Sally sent me) contradicts this (see earlier screenshot).  

Further to the above issue, the Gocardless deposits are no longer being automatically matched in the banking screen. This should be a fully automated process and has been for years. Since the last few days, I've had to manually match the transactions and input the Gocardless fee, etc. I have many Direct Debits set up, so this causes me lots of extra work. 

Can you please escalate this issue to an expert in this field or your management team? Like SEdmunds , I've had to explain how the process should work (and the fault) countless times on the phone to support staff who simply don't have a clue.  

Here is a reference to my open case: Case:1585231644 Go Cardless [ ref:_00Di0Xs0j._5003j22buqC:ref ]

Hi Georgia

Thanks for coming back to us. I agree with SEdmunds in that you (and your colleagues) don't seem to grasp the issue here. It seems nobody at your end understands the Gocardless integration process and could do with some training on the feature.

To repeat what myself and SEdmunds have already told you - Our Gocardless Direct Debit invoices are showing as "overdue" when they should be showing "paid". This is a new fault which has occurred since last week. One of your colleagues, Sally, told me this is the new way the Gocardless integration should work going forward, but that makes no sense and your help guide (the one Sally sent me) contradicts this (see earlier screenshot). 

Further to the above issue, the Gocardless deposits are no longer being automatically matched in the banking screen. This should be a fully automated process and has been for years. Since the last few days, I've had to manually match the transactions and input the Gocardless fee, etc. I have many Direct Debits set up, so this causes me lots of extra work. 

Can you please escalate this issue to an expert in this field or your management team? Like SEdmunds , I've had to explain how the process should work (and the fault) countless times on the phone to support staff who simply don't have a clue. 

Here is a reference to my open case:

Case:1585231644 Go Cardless [ ref:_00Di0Xs0j._5003j22buqC:ref ]

Hi Georgia ,

Thanks for coming back to us. I agree with SEdmunds in that you (and your colleagues) don't seem to grasp the issue here. It seems nobody at your end understands the Gocardless integration process and could do with some training on the feature.

To repeat what myself and SEdmunds have already told you - Our Gocardless Direct Debit invoices are showing as "overdue" when they should be showing "paid". This is a new fault which has occurred since last week. One of your colleagues, Sally, told me this is the new way the Gocardless integration should work going forward, but that makes no sense and your help guide (the one Sally sent me) contradicts this (see earlier screenshot). 

Further to the above issue, the Gocardless deposits are no longer being automatically matched in the banking screen. This should be a fully automated process and has been for years. Since the last few days, I've had to manually match the transactions and input the Gocardless fee, etc. I have many Direct Debits set up, so this causes me lots of extra work. 

Can you please escalate this issue to an expert in this field or your management team? Like SEdmunds, I've had to explain how the process should work (and the fault) countless times on the phone to support staff who simply don't have a clue. 

We appreciate you providing us with more details about your concern with GoCardless, @SEdmunds & @DClelland.

I'd like to provide additional insights and route you to the right support who can help you further with this.

Based on your situation, it would be best to get in touch with GoCardless support. You can visit the app center and navigate the Support tab to learn how you can connect with them.  Here's how:

1. Log on to Apps.intuit.com.
2. Search and select the GoCardless app.
3. Click on the Support tab.

For more information about Intuit & Partner support, check this out: UK App support.

Don't hesitate to reach out again if you need more help about this. Take care!

Mich_S,

If you read all of our comments you will see that we have both been engaging with QuickBooks support, and a major part of our problem is the experiences that we have received doing so.

I am discussing it in here to bring it to other customers attention so if they come across these issues they can see they aren't alone and can get some insight into the problem.

Also, the concern isn't with Gocardless, it is with QuickBooks.

Strangely enough I've always manually matched the gocardless deposit in the bank feed.  Last week one deposit wasn't created by the gocardless process so I had to manually create the deposit before I could match it.  Support couldn't give me an answer as to why the deposit hadn't been created.  As it was just a one off I wasn't too concerned.

Also the deposits seem fine for me and contain the correct gocardless fees.  It's strange that we aren't experiencing the same behaviour!

Everything is fine on the Gocardless side. I have logged in to Gocardless and everything is as expected. I called them and they said there is no issues at their side. It seems Quickbooks are trying to “pass the buck”. 
The problem is on Quickbooks, not Gocardless. Surely you should liaise with them if there is a problem with the app integration, not us? 

I know this hasn't been an easy process for you, DClelland.  I appreciate all the efforts you've performed to get this resolved.

If you're having an issue with the app integration, it's best handled by our Intuit Developers. You can raise your questions by visiting the portal through this link: https://help.developer.intuit.com/s/.

Just enter your question in the SEARCH field then click Enter. From there, you'll get a response from one of our experts handling software integration, development, and other related concerns.

Moreover, here are some of our help articles you can open to know more about GoCardless:

• Set up a customer with Direct Debit (Go Cardless)
• Import mandates for GoCardless

I'll be around here in the Community if you have any other questions about this. Have a good one.

Thanks but the link didn’t work. Guessing I must need a developer account which I don’t have. 

Surely it shouldn’t be my job to raise this with the devs? Surely this should be done internally? 

I’ve spent enough time explain things over and over. 

The gocardless integration with quickbooks is provided by quickbooks.  How many more examples of a lack of understanding do we need?

I cannot stress enough how ridiculous it is that you have made a change that has affected my top level outstanding sales values like this.  How many companies track overdue sales amount as a top level KPI?  My figure has increased by 1000's of pounds from last week when in reality it hasn't.

This is so frustrating.

I've just received this notification of downtime due to maintenance from Gocardless:

"Hi there,
Due to unforeseen circumstances occurring during the maintenance of the GoCardless systems on 16/07/2022 at 13:00, we must perform additional maintenance on our systems. During this previous maintenance window, all systems remained fully operational and no downtime was experienced, but an outage would be expected for this follow-up window.

The essential maintenance will now go ahead on 23/07/2022 at 13:00 BST (12:00 UTC) lasting up to 60 minutes. This maintenance ensures the continued reliability of our service.

During this time, the GoCardless API, dashboard and hosted payment pages will be unavailable. Payments and new mandates cannot be created. Processing of payments already scheduled will be unaffected.

To minimise the impact on your operations we have scheduled the maintenance window over the weekend, outside of scheduled payment runs, and have ensured the maintenance window is as short as possible.
For API users who make use of idempotency keys we recommend configuring your integration to retry failed requests automatically until the request succeeds. If your integration does not make use of idempotency keys, we suggest confirming the failed requests after the maintenance window is ended, and then retrying.

We apologise for any inconvenience,
The GoCardless Team"

Hello Sedumunds, Thanks posting that update you received from gocardless. 

DClelland, have you managed to escalate this issue through support?  I've spoken to a manager and they have said they would go back and further investigate on Tuesday.  

As each day passes I see more and more invoices become overdue which wouldn't have done prior to this issue.

If you search for gocardless in the quickbooks assistant amusingly it offers this thread for information.

Furthermore, the help says:

"What happens after I save an invoice with the Schedule direct debit option?
Direct debit starts processing on the invoice's due date. At this point, you should see your invoice marked as paid and the invoice payment is now on your Undeposited Funds account.

What happens when I schedule a direct debit payment and the invoice is still open. When will it be marked as paid?
The invoice is marked as paid after the payment has been received into your bank account."

The first statement is how it used to work and how I feel it should work and the second statement is how it appears to be working now. 

So all gocardless paid invoices become overdue between the due date and the actual bank deposit date which can be 5 to 7 days. Please explain what the benefit of this is?

Hi SEdmunds,

Sally from QB has promised to escalate things, but I've yet to hear anything back. I 100% agree with everything you've said on your last post and I'm in exactly the same boat; loads of recurring invoices flagged as "overdue" when they clearly are not.

I have given up calling the support line, as it consumes at least an hour of my time each time and it usually gets me nowhere. Trying to explain this over and over to QB staff who don't understand is extremely frustrating. 

I was also affected by the recent VAT glitch on their system which meant I paid the wrong amount of VAT to HMRC. They had an extremely complex workaround which I needed some help implementing. But as usual, their support staff didn't have a clue what was going on and I was left on my own. 

I'm so sick of Quickbooks right now. 

I hadn't heard about the VAT glitch - that sounds bad, as anything that goes wrong with HMRC always is.  I've still got a PAYE issue from 3 years ago that hasn't been sorted that was created by a payroll issue.

The customer invoice email lottery isn't helping - I've had another customer chasing for invoices this morning that quickbooks is showing were sent fine. Those were paid by gocardless so I didn't realise there was an issue.  The invoices that I need to chase that aren't paid by gocardless I don't know if the customer has received them and now are amongst the invoices that are paid by gocardless so it's much more effort to work out.

It's an absolute mess. 

My Gocardless DD payments are not being matched on the banking screen. Because the deposited amount doesn't equal the invoice amount (due to GC fees), Quickbooks won't match it!

Up until last week, Quickbooks would automatically calculate the GC fee and match the transaction. Guessing it's all connected. 

What a mess indeed.

I'm not having that particular issue and the only time that I've seen it is when the gocardless fee / VAT amount had a rounding error and I had to manually adjust the deposit after finding it in the "Deposit Detail" report.

I've checked today's deposit by using that report and it matches exactly the figures in gocardless itself - this is before the amount has actually hit the bank account.

What’s going on Quickbooks? 

@Ashleigh1 @LeizylM @Mich_S 

Hello DClelland, So the timing for the invoices to be marked as paid has changed in QuickBooks. Now, both the payment and deposit are recorded when the money is paid into your bank from GoCardless. If you have a look at this article it is covered in the "How long does a direct debit payment take?" and "What happens if I raise an invoice which is due on the receipt and I set the payment method to GoCardless?" sections in this article. Just to make you aware that there is some  incorrect information have quoted in the responses, the "What happens after I save an invoice with the Schedule direct debit option?" section, is the incorrect one so please don’t go by that one. Like I say it has been requested to be corrected.

This is quite frankly unbelievable.

What you are saying is that you are looking at correcting the online help rather than fixing the actual issue that you have created.

How do I raise a complaint about this?  This new way of of not flagging invoices as PAID until the money is seen in the deposit a week later is ridiculous.  

I shall ask again, why has this been done?  

I shall state once again,  I do not wish to see invoices as overdue if they are going through the direct debit route  JUST LIKE THE SYSTEM HAS BEEN WORKING FOR THE LAST FEW YEARS THAT I HAVE BEEN USING IT.

I agree with everything SEdmunds has just said. This process worked flawlessly for years. Now, recurring DD invoices are being marked as “overdue”, when they clearly are not overdue.  

So with your “new process”, let’s say I have automatic late invoice email reminders set up on my account. Will my recurring Direct Debit clients now receive chasing emails asking them to pay, because they are incorrectly showing overdue? 

Also, I still have the issue described above where the Gocardless deposits in the banking screen are no longer being matched with the relevant invoice. The Gocardless fee doesn’t get automatically calculated either. All this needs to be done manually since last week.

In fact, I’m just off a 75min phone call with one of your “supervisors” who was helping me manually match one of these transactions and manually input the Gocardless fee, etc….. A huge and frustrating waste of my time. 

One of your colleagues, Sally, had me delete and completely reinstall the Gocardless app from scratch the other day in an attempt to fix all this. This involved me having to manually match all my mandates to my clients again. 

I’m not sure if this is the reason the Gocardless deposits are not being matched with invoices. The invoices in question were generated before I reinstalled the app? 

I have spent probably 8-9 hours of my time on this issue this week and don’t really feel any further forward. The QB support is absolutely appalling and this makes me want to never deal with Quickbooks again. It’s ridiculous.