Member Account Information - GoCardLess

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We are using GoCardLess for Direct Debit payments and need to find a way to know which members to chase to get their details on the system. Would like to have a screen or report that will show the list of Members and show if Monthly Payments has been set, GoCardLess link active, PayPal active etc. This is a bit of work in the early days when setting everything up. Does anyone have any ideas or a way to do this easier!

That said, so far the GoCardLess option looks great. The process to setup the Direct Debit is easy, it is just we have some members that need a bit of pushing!

Welcome your thoughts!
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Luis Silva

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Posted 6 years ago

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Sarah, Admin

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We are going to take some time in about three months to fully evaluate the GoCardless launch and the issues/ideas that may have arisen from it so will take this comment on board
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Sarah, Admin

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Interesting to get your feedback now you have seen the GoCardless dashboard and how that's working for you
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Luis Silva

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UPDATE: The Direct Debits with GoCardLess works very well. The automated emails from GoCardLess are clear and informative and notifications of any failed direct debits are quick.

Payments themselves go though without a fuss. Worth noting the timing etc
15th of the Month - ClubBuzz monthly Statement
28th -ish of the Month, Direct Debit is instigated to GoCardless
3 or so working days later, payment is taken from member account
3 or so working days later, payment is received in club account.

So depending on the month and when exactly the days fall relating to weekends, bank holidays etc, we receive payment between 6-10 days from 28th of the month!

A few things that I have discovered...

1) I have to manually login to our GoCardless club account to view who has setup their Direct Debit. I then have used the Custom Fields in Club Buzz to record this so I have a record in the system and can use one of the Member Reports to see who is still outstanding and needs chasing!

2) In GoCardLess the members are listed as Customers and it only shows the Account Name. Can be a little awkward to try and identify the Member if the name of the account is different Eg Maiden Name, different account! Be good if there was a way to link the Member Name somehow?
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Alan Mawdsley

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We're making quite a lot of use of GoCardless and it has proved very reliable. The only problem that we have come across is that ClubBuzz appears to give members the option of either setting up a direct debit or just making a one-time payment via GoCardless. 

The only indication we have that a member has only made a one-time payment is by looking at the payment date. That isn't very precise and we can't use that as a filter to generate emails to members. GoCardless doesn't seem to be aware of this distinction at all. It sets everybody up as "Customers" and processes the payments as and when ClubBuzz generates the instructions. 

For us this means that members think they have set up a direct debit which will take care of everything automatically and we have to chase them when their account is overdue.

It would be really useful if we could have a report in ClubBuzz on payment methods, particularly to differentiate between direct debits and one-time payments via GoCardless, so we could get everything in order before we come round to membership renewal.
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Sarah, Admin

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a financial report has been added for those paying by DD - the date will populate for future setups as we didn't log the date in the past those will all show as pre May2018
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Alan Mawdsley

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I've used the report and it works well for those people setting up since the new report was added, but there is nothing for people who had set up a direct debit before then. They are just not in the report, even with a pre-May 2018 date. Can we fix this, please?
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Charis

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We are using GoCardless for Direct Debits as well, and we're possibly experiencing a similar thing to Alan.

I thought that via ClubBuzz users would have an option of being able to either set up the Direct Debit with GoCardless or make a one time payment with GoCardless. Our registration fees have just been written to all our members' accounts. One of our members doesn't have GoCardless set up as Direct Debit and I asked her to use the Pay with GoCardless blue button that appears on her account page. But when she clicks on that it seems to only give the option to set up a Direct Debit with GoCardless. Can I get some clarification here? Some members don't want to set up Direct Debits and I've said they should be able to make a one time transfer through GoCardless.

Thanks.
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Sarah, Admin

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GoCardless offer one off payments or direct debit.  By clicking the pay now by GoCardless the member is committing to pay a one off amount to GoCardless, this is not a direct debit
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Charis

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Is there any way this can be made clearer? If this is a one off payment then I have members signing up to it thinking that they are signing up to a Direct Debit (as it says they are). And members not making one off payments thinking it's a Direct Debit.

As you are using Gocardless as a provider could you ask them to make the difference clear to users?

Thanks.
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Alan Mawdsley

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We've had exactly the same problem as Charis. Some members havie made a one-time payment believing they have set up a direct debit and consequently ignored the emails about their e-statement. 

From what I can see on our GoCardless dashboard, only ClubBuzz knows whether it is a one-off direct debit or a recurring direct debit. From a GoCardless perspective, a valid mandate has been set up and so it will process any transactions subsequently submitted by ClubBuzz. 

To help with this, ClubBuzz have added the new report Reports/Financial Reports/PayDDGoCardless which should show everybody who has set up a direct debit (rather than just made a one-time payment). 

Currently, however, it only shows members who have set up a direct debit since the new report was created and is missing members who set up their direct debit before then.
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Charis

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Is there any update on this? In summary, the issues we are encountering / the things that are not clear:
  • In ClubBuzz, there doesn't seem to be a way (from a club admin point of view) to see which members have just done one off payments to GoCardless (we'd like to target these people as they may think they have set up a DD and they haven't). They only way to work out the discrepancy is to do an output of data from both ClubBuzz and GoCardless and compare it, which is quite involved.
  • Could the gold user guide be updated with some actual use cases / screenshots of this: if a member has not signed up to DD or paid via GoCardless before, what options exactly are presented to them in ClubBuzz? If there's a Pay now by GoCardless button which is for one-off payment (even though it says DD when you click through), then is there a different button / area the member can go to to set up a DD instead?
  • If a user signs up to DD late (our payments are spread over 5 months) and misses the payment of their first statement, does this just add up so that their 2nd statement is the amount from the first statement + 2nd statement?
Thanks.
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Sarah, Admin

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We capture data of those who pay by DD and this is reported on, when a member clicks the pay now button we record the payment in transactions but we don't maintain the data to report on at a later date.  GoCardless provide a comprehensive dashboard which can be used by each client to manage their payments


We will review the gold manual, for clarity members set up DD preferences in their account screen and the pay now button only appears on the statements of those who have not set up a DD


Statements will always carry over if not paid so if a statement remains unpaid one month to the next the old statement amount will appear as brought forward, new transactions for the month added on and the total statement amount is those two items added together and that is what is due at the next statement date and what will be collected from the member
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Charis

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Thanks for the clarity on that.

With regards to the Pay now by GoCardless button - it would really help if there was a little note underneath reading something to the effect of:

Pay now by GoCardless means you are making a one-time bank transfer (even though it says Direct Debit). If you want to set up a Direct Debit, please go to your Account page and edit your payment settings.

We have various members who are getting quite confused about what they are actually doing (DD versus a one-off payment).

Many thanks.
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Alan Mawdsley

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I like this idea.

We have amended the text in the email template for "Your new statement is ready" to explain the difference between the direct debit and the one-time bank transfer. The change proposed by Charis would help to reinforce that so I very much support it.

I might be missing something but in GoCardless I can't see any difference between members who have set up a direct debit and those who have made a one-time transfer, except where the date of the payment gives an indication.

ClubBuzz is where the accurate record of who has set up a direct debit is held. The report on that in Reports/Financial Reports/Pay DD GoCardless isn't quite working as needed because it only shows members who have set up direct debits since the report was written earlier this year. If this report could include all direct debits (even without the date they were set up) then we could identify those members who wrongly think they have already set up a direct debit.

Thank you
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Nick Riley

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We have a similar issue - a member has reported that making a payment by gocardless, even though it doesnt set up any future payments, it actually creates a direct debit with the bank. This means members end up with a pile of "direct debits" set up that have only been "used" once.

Is there any way of this being set up as a genuine one off payment, or do gocardless only treat one off payments as a direct debit setup request rather than simply transferring the money?
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Sarah, Admin

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GoCardless can be used to capture variable and ad hoc payments as well as long term direct debuts but it does create a debit from the member's bank account....it is unfortunate that this is causing confusion amongst members but we are in their hands for this.