Direct Debit Rejections

We have introduced an easily accessible and efficient self-serve process for managing SEPA and BACS Direct Debit Rejections and Refunds. This new feature offers a faster and more streamlined approach, replacing the need for manual requests.

The self-service option can be accessed through our portal in the Payments section, with a clear, step-by-step process to ensure smooth handling of transactions.

Currently, the 'Reject' action in the portal covers both what is defined as Rejection and Refund by the EPC (European Payments Council).

Before you reject a Direct Debit, please note the following:

1. You can reject and request a refund for SEPA and BACS Direct Debits in the Client Portal.
   1. up to 8 weeks for SEPA
   2. 1 day for BACS
      1. For refund requests for unauthorised Direct Debits beyond these, you will need to contact the Client Services team. You will need to confirm you challenged the debit with the Direct Debit originator and confirm the debit was not authorised by you.
2. It is not possible to reject and/or request a refund for the same Direct Debit more than once.
3. After submitting a rejection or refund request, you will receive a confirmation message indicating that your request has been sent.

Requesting a Direct Debit Rejection

To access this feature:

1. Go to the left navigation bar on your dashboard.
2. Click on Payments (See Fig 1)

How to request a Direct Debit rejection

1. Identify the Direct Debit you want to reject.
2. Click on the three dots at the end of the row for the selected Direct Debit.
3. In the menu that appears, click “Reject Direct Debit” (See Fig. 2).
4. Review the payment details and confirm the rejection when prompted (See Fig. 3).
5. Once the request is submitted, a success message will appear (See Fig. 4).

If the Direct Debit cannot be rejected, the option will be disabled. Clicking on it will display a message explaining why the rejection cannot be requested. (See Fig 5)