Customers and Contracts
Find, update and manage customers and contracts.
By Ollie and 4 others5 authors36 articles
Customer and Contract Management
Locate records and manage status changes.
- Search for a customer or contractView customer data by using the search filters and selecting their profile to review associated contract information.
- Amend customer detailsUpdate a customer’s bank details and contact information to keep their account accurate and up to date.
- Check the status of a customer or contractCheck the status of a customer or contract to see if it’s active or cancelled.
- Using special characters in Direct Debit referencesSpecial characters which are allowed in a Bank Reference.
- Direct Debit status definitionsThe meaning of the Pending to Activate and Pending to Cancel statuses within Access PaySuite and what triggers these changes.
- Verify account accepts Direct DebitsCheck whether a customer’s bank account is eligible for Direct Debit.
- Customer bank details validationValidation of bank details within Access PaySuite.
- Continue a joint contract after a spouse's deathIf a joint contract can continue after a spouse's death.
- Erase customer dataReasons why customer data can't be deleted.
- Unable to amend or delete a pending ad hoc paymentA pending ad hoc payment that can no longer be amended or deleted.
- Update a payment statusChange a payment status
- View a customer’s payment historyLocate a customer’s record and view their past and upcoming Direct Debit payments.
- Amend or delete a pending ad hoc paymentAmending or deleting an ad hoc payment lets you correct its details or remove it entirely while the payment is still in a Pending status.
- Indemnity ClaimThe indemnity claim process explains reason codes and shows how they impact your customer's status.
- Archive a CustomerArchiving a customer with no active contracts or payments.
- Send advance notices to customersEnsure customers stay informed with smooth, automatic delivery of their Advance Notice Letters (ANLs).
- Cancellation TemplatesCreate and manage the email and letter communications sent to customers when a Direct Debit is cancelled.
- Configure a Cancellation TemplateCreate the email and letter communications customers receive when a Direct Debit is cancelled.
- Custom Cancellation CodesCreate organisation-specific cancellation types for your own business requirements.
- Personalise Cancellation Templates with Merge FieldsAutomatically insert information from Access PaySuite into your cancellation communications.
Customer Profile and Records
View details, history and activity.
- Contracts TabView a list of contracts for a particular customer.
- Payments TabView a list of all the Ad-Hoc payments made outside the Direct Debit schedule.
- Customer Answers TabView configured questions and answers for your customers.
- Communications TabView a list of communications automatically sent to customers.
- Customer Audit LogView a list of changes made to contracts and payments.
- Memos TabRecord internal notes against a customer and keep important information in one place.
Bacs Reports
View your organisation’s Bacs activity and file processing history.
- Automated Return of Unpaid Direct Debit (ARUDD) ReportUnderstand what ARUDD reports show, where to view them, and what their reason codes mean for your Direct Debit instructions.
- Automated Direct Debit Amendment & Cancellation Service (ADDACS) reportUnderstand what ADDACS reports show, where to view them, and what their reason codes mean for your Direct Debit Instructions.
- ARUDD reason code 6 (No Instruction)ARUDD code 6 (No Instruction) means the bank has no Direct Debit instruction set up for that payer.
- ADDACS code ignoredClarification of ADDACS ‘ignored’ messages for reason codes 1 and B.
- Automated Direct Debit Instruction Service (AUDDIS) ReportUnderstand what AUDDIS reports show, where to view them, and what their reason codes mean for your Direct Debit instructions.
- Automated return of unapplied credit service (ARUCS) reportUnderstand what ARUCS reports show, where to view them, and what their reason codes mean for your Direct Debit instructions.
- Advice of wrong account for automated credits service (AWACS) reportUnderstand what AWACS reports show, where to view them, and what their reason codes mean for your Direct Debit instructions.
- Guide to Bacs reports and associated transaction codesExplanation of Bacs reason codes and required actions.
- Troubleshoot common Bacs messagesReview common Bacs messages encountered during Direct Debit processing and the actions needed to resolve them.
- Bacs Input Rejection messagesInput Rejection report Bacs messages and what they mean.