Customers & contracts
Find, update and manage customers and contracts.
By Ollie and 5 others6 authors37 articles
Customer & contract management
Search, update and manage your customer and contract records.
- 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.
- 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.
- Archive a CustomerArchiving a customer with no active contracts or payments.
Payments & collections
Manage, represent and track customer payments and collections.
- View a customer’s payment historyLocate a customer’s record and view their past and upcoming Direct Debit payments.
- Update a payment statusChange a payment status
- 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.
- Unable to amend or delete a pending ad hoc paymentA pending ad hoc payment that can no longer be amended or deleted.
- Represent a failed Direct DebitRepresenting unpaid Direct Debit payments allows you to retry failed collections without creating a new payment request.
- Edit or delete a pending represent paymentUpdate the collection date or delete a represent payment before it is submitted to Bacs.
- Payment marked as Paid before collectionLearn why a Direct Debit payment can show as Paid before the collection date and what this status means.
- View a payment file uploadConfirm your ad hoc payment file was successfully submitted by checking its status in the Recent Uploads list.
Indemnity & compliance
Handle indemnity claims, data requests and contract rules.
- Indemnity Claims OverviewLearn about the indemnity claim process, reason codes, and how they affect customer status.
- Challenge an indemnity claimChallenge a DDICA indemnity claim raised against your account, including what to attach and the 9 working day deadline.
- 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.
- Update Gift Aid StatusView and update a Direct Debit contract to check for Gift Aid selection.
Customer profile & 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.
View & manage schedules
View, pause, cancel and restart your payment schedules.
- View schedule versions for a contractView past, active and future schedule versions associated with a contract, including the effective dates and status changes.
- View customer scheduled paymentsLocate a customer’s record and view all associated Direct Debit schedules and payment information.
- Edit future schedule version start dateUpdate future schedule versions and review upcoming payment schedules to keep all contract changes consistent and up to date.
- Skip a contract paymentA Skip Payment pauses collections without extending the contract or recovering missed instalments.
- Cancel a scheduleCancel a payment schedule and stop future scheduled payments from being generated.
- Restart a scheduleResume a previously cancelled payment schedule and restart the collections process.
- Locate a schedule nameView your schedule names for accurate file uploads.
Change schedule details
Update payment dates, amounts and frequencies.
- Change the payment date of a contractChange your customer's Direct Debit collection date.
- Change the payment amount permanentlyChange a payment amount on a fixed or rolling contract.
- Change the frequency of a Direct DebitFrequency switching possibilities for your Direct Debits.
- Add an additional schedule to your accountIncrease your maximum number of collections per customer per month.