If your customers are based in Australia, you are required to contact them to let them know of this change under BECS Direct Debit scheme rules.
Process
1. Confirm details of your customer's mandates
Before the bulk change process can begin, you will first need to establish if your customers' Service Agreements are held with your business or with your existing Direct Debit provider/bureau.
In addition, you will need to check the notice period agreed in your customers' Service Agreements.
2. Contact GoCardless
Once you have confirmed the above information, please send an email to help@gocardless.com letting us know you wish to begin the bulk change process.
Please ensure you include confirmation of the details from the previous step in your email (i.e. with whom your customers' Service Agreements are held, and the agreed notice period). A template email can be found below.
3. Notify your customers
All customers whose mandates are being moved to GoCardless must be notified before the bulk change takes place.
This will need to be completed in accordance with the notice period agreed in their Service Agreements (i.e. your intended bulk change date must be a sufficient number of days in the future to allow for the full notice period to run).
Template to notify customers
If we are able to action your request to move your customers mandates to GoCardless, we will send you a template notification email which you can use to inform your customers of the change in provider.
You will need to send the notification email to all customers whose mandates you wish to move over to GoCardless.
This will need to be completed in accordance with the notice period agreed in their Service Agreements (i.e. your intended bulk change date must be a sufficient number of days in the future to allow for the full notice period to run).