⚠️Important: This article is intended for customers in the EMEA region and may not apply to users in other geographies.
Understanding the Direct Debit collection process
Direct Debit collections automatically draw, at the time of processing, the outstanding balance on your account relating to the contracts set up under a Direct Debit payment term. Should there be multiple unpaid invoices under this payment term, all outstanding amounts will be combined and collected as part of a single payment.
📌Note: Any invoices placed on hold following a query raised with your credit controller will not form part of the Direct Debit collection.
Reasons for a higher-than-expected Direct Debit amount
A higher-than-expected Direct Debit amount is most commonly the result of the way invoicing and payments are processed across your account.
Below are the most frequent reasons this may occur:
A previous invoice that remained unpaid and has since been included in the current collection
An invoice that was previously under query, which has since been resolved and is now due for collection
Unexpected invoices that may have been included in the collection as a result of additional consultancy work, compliance charges, or missed charges from previous billing cycles
We understand that an unexpected Direct Debit amount can be concerning, and we are always here to help. Should you have any questions regarding your Direct Debit collection, require a full breakdown of the invoices included, or wish to understand how your payment has been allocated, please do not hesitate to get in touch with your credit controller at [email protected].