In this article, you'll learn what to do when a direct debit fails in Plug&Pay. A direct debit can fail because a customer has insufficient funds, or because the payment has been reversed.

For an overview of all unpaid and reversed payments, navigate to Sales > Orders and click the Failed direct debits tab. For every order, you'll see the status, from which you can tell whether the direct debit has failed or been reversed.

Click the invoice number to open an order.

Below the order you'll find the History block. Within Activities, you'll see a timeline of direct debit attempts and sent emails. Mollie or Stripe can also show a notification here with the reason for the failure.

For more information about the failed direct debit, you can open the transaction directly in Mollie, Stripe or Whop, via the link next to PSP status in Order details within the order.

When a direct debit fails, Plug&Pay automatically takes a few steps, but you can also take action yourself. Below, you can read what happens automatically, what you can do manually, and which options are available if a payment remains outstanding.

When a direct debit fails, Plug&Pay automatically attempts a new direct debit and a reminder email with a payment link is sent to the customer. You can adjust the text of this email via Settings > Emails > Email templates, under the Failed direct debit template.

For an unpaid order, you can attempt a new direct debit yourself, send a reminder email, or share a payment link with the customer. To do so, open the unpaid order. You'll see two buttons here, Collect and Reminder, and a payment link.

Collect: Use this to send a new direct debit to the bank. This is only possible for unpaid orders, not for reversed ones; the customer has already manually blocked that payment via the bank.

Reminder: This button sends the reminder email to the customer manually again.

Payment link: You can share this manually with the customer. If the customer pays with this link, the order is automatically set to Paid.

When payment isn't made, there are two options you can consider.

Manual follow-up: Get in touch with the customer yourself. No collection fees are charged from Plug&Pay. Try to stay in conversation and see whether a payment arrangement is possible.

Automatic follow-up (Plug&Pay Ultimate): Via the debtor system, you follow up on unpaid invoices automatically. You send reminders and demands for payment, and add collection fees automatically. Read more in the article Debt collection system: automatically following up on unpaid invoices.