When checking through the ARUDD Bacs Report and understanding why a collection has been returned as unpaid, one Reason Code used is 0 ‘No Instruction’.
One reason for a collection not taking place is due to the instruction being in a dormant state. Typically, if a Direct Debit has not been collected in 13 months, the paying bank will remove the instruction from the account, as it is now deemed dormant. Although this does not cancel the Direct Debit within the SmartDebit Pulse portal, it does require us to take action.
How to know if a Direct Debit has entered a dormant state?
Locate the Payer returned on the ARUDD report with Reason Code 0 ‘No Instruction’. You can follow the hyperlinked Bacs Reference of the Payer to take you to the Payer Details page.
With in the Payer Details page go to Collections tab. From here you will need to find the last successful collection. This will show as ‘paid’ in the Status column. If this date is over 13 months ago, SmartDebit will need to take action by resubmitting the Direct Debit Instruction.
What action do I need to take?
Contact out Customer Service team via live chat, or email firstname.lastname@example.org. Please include your Company Name and the Bacs Reference you require to be resubmitted to Bacs.
Once SmartDebit have confirmed the Direct Debit Instruction has been resubmitted, you will be able to collect on this Direct Debit Instruction again. Please note, we advise allowing 5-7 working days before taking the collection again.
For further assistance, please do not hesitate to contact our Customer Service team at email@example.com. Alternatively, you can call us on 01276 851820.