If you suspect that duplicate payments have been taken from the same customer, start by checking the Payment tab in their customer record to confirm this. Once confirmed, you can review the points below to help identify the reason for the duplicate collection:
Has the customer been uploaded/added to Access PaySuite twice in error?
Is there more than one active contract within the customer? i.e: have you added additional contracts?
If an adhoc customer, has the customer's Bank Reference been included twice on your payment file?
If none of the above relates to your issue, please reach out to our support team and request to speak to an agent.
đNote: If the customer has reported two payments for the same amount on the same date and their Payment tab shows one payment as unpaid, ask the customer to check whether the second payment is actually the unpaid item returning to their bank account.
Duplicate Bacs file submitted
Submitted files cannot be deleted.
If you have uploaded a duplicate Bacs file with the same collection due date, please reach out to our support team and request to speak to an agent. The team will be able to remove the duplicate collections if they are still pending and have not yet been submitted to the bank.
Alternatively, you can use the System Update Payments template to:
Set the payment amounts to ÂŁ0.00 to cancel the collections, or
Correct the amounts on the pending payments.
This option is only available where there is one collection per payer for that collection date.