If a direct debit payment fails, Adfin handles the retries automatically. You and your customer both get notified by email at each step.
What Adfin does after a failed collection
Adfin retries the collection automatically every 7 working days, up to 3 times by default. 7 working days is the fastest retry schedule the direct debit scheme allows. There's no charge for retries.
You and your customer each get an email when a retry fails.
For the full retry timeline and direct debit setup, see Getting started with direct debits.
When the retries run out
Once Adfin has used up the retries, your customer gets a fresh payment link by email so they can pay another way, like card or pay by bank.
You don't need to chase the customer yourself.
For what your customer sees at each step, see How invoices get paid: Auto Collect payer experience.
If your customer pays you outside Adfin
If your customer pays you directly (a manual bank transfer to your account, for example), how you record it depends on your setup:
Using Xero or QuickBooks: just mark the invoice as paid in your accounting software. Adfin reads it back automatically and updates the invoice to Paid Externally. Reminders stop.
Not using accounting software: go to the Payments view in Adfin, select the invoice, and click "Mark as paid".