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I've got your back, @poppiesnorth. I'm here to help you sort out this query with your invoices.
In this case, we can look at how you set up the direct debit mandates for your customers so that you can use GoCardless to collect payments from them.
To set up direct debit mandate for a customer, here's how:
From there, you'll be able to set up direct debit on your customers' bills once the mandate has been processed. Once your customer accepts the request, the bank may need 2 to 3 days to process the mandate. Here’s how you can check the status of each mandate request.
For further details about this process, please review this article: Set up direct debit mandates for customers (GoCardless) in QuickBooks Online.
Also, I've added these helpful resources if you have concerns about GoCardless in QBO:
I'll be here whenever you need more help with QBO-related concerns. Just add them to your reply, and I'll take care of them. Stay safe!
Thank you for your reply.
Perhaps I should have been clearer.
The Direct Debit mandates are in place and I have been successfully collecting payments for years, up until the 4/11. From 7/11 when I raised a number invoices it showed they were scheduled for collection through GC, however the instruction to collect payment has never been received by GC and still hasn't. I have changed nothing from how I have previously done it. Has something changed in the background with QB?
GC say there isn't a problem at their end and the link is in place. I have tried their suggestion of amending the due dates but this has not worked either.
Is there a way to confirm the instruction has been sent from QB to GC?
Thanks
Hello Poppiesnorth, so the GC payment process has undergone some changed. The new process has already been documented on How long does a direct debit payment take? & What happens if I raise an invoice which is due on the receipt and I set the payment method to GoCar... If you can have a look at the articles it has all the information in there for you.
Thanks Ashleigh
That all makes sense however it still isn't doing what it says there. No instruction to collect payment is being sent to GC when it should be , even though it is showing as it will be in QB. Is it worth disconnecting QB and GC and then reconnecting the link to see if that works? will I lose anything?
thanks
Andrew
GoCardless ensures prompt payment of invoices, poppiesnorth.
The instruction to collect payment should be sent to GoCardless (GC) when the invoice's due date is changed to the current day. Before disconnecting from GC, kindly review the following information:
Considering how much work it will do for you, I wouldn't advise disconnecting it. If you decided, you can follow the steps below to disconnect GoCardless:
I recommend also getting in touch with our QuickBooks Online Support to check this issue as well. They can pull up your account and start a ticket for further investigation.
Here's how:
Support is available from Monday until Friday, 8 AM to 10 PM, and Saturday-Sunday 8 AM to 6 PM.
I've also included this article for future reference in case you encounter a problem with QuickBooks Online: Troubleshoot QuickBooks Online issues.
If you need anything else, let us know. We're always available to help you.
Hi Giovann
Thank you for the information. I had actually disconnected and reconnected GC just before receiving your reply. It has worked!! Some of the mandates are missing but i will deal with them on an individual basis.
I have now amended the due dates on all invoices which hadn't gone across and they are now showing in GC for payment.
The adage 'turn it off an on again' springs to mind!!
thanks for your help.
Andrew
HI Andrew, glad to hear that your all sorted now with it, thanks for letting us know, hope you have a lovely day.
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