When a user chooses to make payments through GoCardless or London & Zurich via the shop checkout or their online Thrive4 member account, they will need to set up a direct debit mandate (also known as a direct debit instruction or DDI). This mandate is necessary whether they want to make repeated payments or a single one-off payment.
Example of an email confirmation your customers will receive when a new Direct Debit mandate has been created:
Advance notice to customers
Every time a request is submitted from your organisation to collect a payment from your contact’s direct debit mandate, your payment provider will issue an advance notice to the customer to provide notice of the collection; an example of the notice emailed to customers is below.
Typically this notice will be sent to the customer 3 working days before the collection. The advance notice is a legal requirement and cannot be disabled.
Cancelling a mandate
It is not possible for an admin to cancel the mandate on behalf of a contact. The contact will need to do this through their Thrive4 app or online portal under Account > Settings > Payment Settings.
More information on how your customers can cancel their mandates can be followed here.
Viewing active mandates
Contacts page and timetable
In Contact management > Contacts, click ‘Manage columns’ and add ‘Active pre-authorisation’ to filter by who does or does not have an active direct debit mandate
This column can also be added in the ‘Advanced’ or ‘Manage’ tabs of a specific session within the Timetable.
Invoices page
In Sales admin > Invoices, you can use ‘Manage columns’ to add the ‘Has pre-authorisation’ column.
Customer mandate report
For an overview of your contacts’ active mandates, navigate to Reporting > Financial reports > Pre-authorised payments.
You can export this report to Excel or send an email/SMS to the account owner using the 'Actions' button in the top-right corner.