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How invoices get paid: Auto Collect (direct debit) payer experience

What your customer sees when you us Auto Collect

Chris Carty avatar
Written by Chris Carty
Updated over a week ago

All emails can be sent with your logo, icon and primary brand colour. These can be configured in the Console by going to your branding settings.

When you send a direct debit mandate

  • When you send a mandate, we send an email inviting your customer to authorise a mandate.

    • Subject: (Your company name) would like authorisation to set up a direct debit for you

    • From: (Your company name) via Adfin

    • You can also add your own custom message to this.

Reminders when a customer hasn't authorised the mandate

  • If your customer hasn’t authorised the mandate, you can configure how frequently to remind them. To do this, go to Settings > Payment Settings > Workflows, and choose within the Auto Collect section.


When a customer authorises the mandate

Setting up the mandate

  • When your customer clicks the 'Authorise' button in the mandate authorisation email you sent to them via the Adfin Console, they're redirected to our direct debit authorisation page.

Note: if your client is completing the mandate for an account with dual signatories, they should follow the process outlined in this article https://support.adfin.com/en/articles/10546988-multi-signatories-for-direct-debit

Mandate authorisation success notification

  • When your customer authorises the mandate, we show them a success screen.

  • We also send an email to the customer confirming the mandate.

    • Subject: Your direct debit was setup successfully

    • From: (Your company name) via Adfin


When a customer mandate authorisation fails

  • When your customers mandate authorisation fails, we send an email to them asking to try again.


When your raise an invoice for a customer

  • If your settings are configured to enable this, we will email the customer as soon as the invoice is raised. The invoice PDF will also be attached to the email. You can configure this by going to Settings > Workflows.

    • Subject: Invoice from (your company name) · [Invoice number]

    • From: (Your company name) via Adfin


When a direct debit collection is scheduled

  • We send an email 3 working days before the payment is scheduled notifying your customer we will take a payment for the given amount via direct debit.

    • If the payment is linked to a specific invoice, we also attach the invoice PDF that this payment relates to this email.

    • Subject: Upcoming direct debit payment notice

    • From: (Your company name) via Adfin


When a payment is successful

  • Once we know that the payment has been successful (3 days after it is taken from the customer account), we send a confirmation email.

    • Subject: Your direct debit payment of £[amount] was successful

    • From: (Your company name) via Adfin


When a payment fails

  • We send an email to you notifying you of the payment failure and details.

  • We send an email to the customer notifying that the payment has if we will try again (dependent on your account Workflow settings)

    • You can configure how you would like to retry the payment in Settings > Payment Settings > Workflows, within the Auto Collect section

    • Subject: Your direct debit payment failed

    • From: (Your company name) via Adfin


When a customers mandate is cancelled

  • If you cancel a customers mandate via the Adfin console or they cancel the mandate via their bank, we will send an email to the customer confirming the cancellation.

    • Subject: Your direct debit mandate has been cancelled

    • From: (Your company name) via Adfin

Note: if a customer cancels their mandate via the bank, we send you an email notifying you of the cancelation and which customer it relates to. You can send a request for a new authorisation to the customer from the Adfin console.

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