Preventing Duplicate Payments via GoCardless

Avoid duplicate payments when offering payment plans to customers through GoCardless.

When setting up direct debits via GoCardless, understanding which actions trigger payments in Class Manager is key. There are two primary actions that initiate payment requests to your customers' bank:

1. When an invoice is generated.
2. When a payment instalment for a payment plan is generated.

If both actions are enabled at the same time, it can lead to duplicate payments—one for the invoice and one for the payment plan instalments related to the same invoice.

Steps to Prevent Duplicate Payments

To prevent this, it’s important to adjust the Direct Debit (DD) settings in each customer’s profile, especially if you're offering payment plans.

Step-by-Step Instructions:

1. Click < to the right of Customers.
2. In the expanded menu click View All and click on the specific customer's name.
3. Click on the Settings tab at the top of the customer's profile page.
4. Scroll down to find the Direct Debit Settings section.
5. Adjust the settings based on your needs:
   • If you are not creating payment plans, leave the default setting, which automatically triggers a payment when an invoice is approved.
     • Allow automatically create payment once invoice is approved: Yes
     • Allow automatically create payment for payment plans: No
   • If you are offering payment plans, disable the setting that triggers a payment when the invoice is approved. This ensures that payments will only be processed through the installment plan.
     
     • Allow automatically create payment once invoice is approved: No
     • Allow automatically create payment for payment plans: Yes

Fixing Duplicate Payments

If duplicate payments have already occurred, you will need to issue a refund through your GoCardless dashboard. Unfortunately, Class Manager does not currently have a refund feature.

GoCardless recommends waiting at least 7 days after the payment is collected to ensure it has settled into your account, which helps avoid refunding unreceived funds.

For further assistance, contact our customer support team, and we’ll guide you through the process step-by-step.