We have an invoice generated from a recurring template for a client who had a direct debit setup. The client asked us to cancel the direct debit so he can pay by card which we did from QF. The DD wasn’t due to be collected for a week or two yet.
However, when the customer now views their invoice online they do not get the option to pay online or setup another direct debit.
How do we fix this?
Hi @samppatel
Does it show that a direct debit is still pending for this invoice, or does it show as cancelled?
It should say either on the invoice itself, or in the direct debit report (Reports >> All Reports)
Just to confirm - was the collection or the mandate cancelled?
The mandate was cancelled from QF. The DD report shows cancelled as does the customer when viewing the already issued invoice.
I’ll need to query this with a developer.
However, you mention about setting up another direct debit for them. In the mean time, you can still do this from your end:
Actually they client wants to pay by card online using Paymentense via the online payment option from their client area on QF.
Please accept my apologies - I have logged it with our team for review. However, until they have investigated this issue, I believe this option will be unavailable. It does appear to be related to the direct debit, but I can’t say for certain.
As soon as I know more, I will certainly update you here.
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