Question

Gocardless recurring direct debit payments - incorrectly showing overdue.

Forum|Forum|3 years ago
July 19, 2022
9 replies
0 views

I have used this feature for years. Since last week, this functionality has stopped working properly. I've spent hours on the phone to support, but to no avail.

Payments are still being collected from customers it seems, however, the payment is showing as "overdue" in my invoices screen when it should be automatically marked as "paid".

The usual process, is the recurring invoice is submitted and marked as "paid" at the same time (to undeposited funds). Days later, when the money actually arrives, the deposit gets matched automatically. It should also calculate the Gocardless fee automatically, but this has stopped happening too.

I've tried relaunching the Gocardless app (as instructed by support), but this didn't help. I was also advised to clear cookies/cache, but that made no difference either.

Nobody at support seems to understand this process. I'm finding the telephone support particularly poor in general lately. A simple glitch (caused my QB) seems to consume hours of my time on the phone with someone who doesn't have a clue what's going on. A highly frustrating experience as a customer!

QuickBooks Online

S

SEdmunds

I have been having exactly the same experience. I've spent several hours over yesterday and today on this issue.

Yesterday morning I noticed that all the invoices in QuickBooks due to be paid by direct debit via gocardless were set to "Let Customer Make Payment". Checking in gocardless the invoices were scheduled fine.

I regularly use the "Accounts receivable ageing summary" report to see the outstanding payment profile and it was obvious that something had massively changed since last week as there was an order of magnitude more lines present on it.

Gocardless undertook some maintenance on Saturday which they had emailed was going to happen and had successfully been completed. I immediately guessed that this was the reason why there was an issue.,

I contacted support by webchat and finally explained what had happened and they said they would investigate. I later got a message saying it was fixed.

I could see that the the invoices could see that they would be paid by direct debit rather than manually which was a step forward. However they weren't in a PAID state like usual, so still appeared on the aged debtors report. I contacted support by web chat again and had a terrible experience- they couldn't grasp the issue at all and ended up cutting me off. I then called support to complain about this experience and try and explain the issue again.

They said the invoices wouldn't be set to the PAID state now but it should be fine going forward. Obviously I'm not happy about this but I could understand.

However todays invoices created by recurring transaction and being paid by direct debit are in the same state - not PAID.

I called support yet again and have been told this is happening by design. I cannot believe this. You do not change the fundamental behaviour of the system without notifying customers.

I've raised a complaint and am currently waiting for a call back from a manager.

It's obvious that the support team we deal with don't understand the gocardless integration and how it works. It's not helpful to be told over and over that the invoice isn't marked as PAID because we haven't had the money yet. Having to explain how the system has been working for years to support on each interaction with them is such a total waste of my (and your) time.

Between this issue and the ongoing invoice email lottery issue I'm becoming more and more disillusioned with QuickBooks.

G

GeorgiaC

Hi DCelland and SEdmunds, thanks for your posts and apologies for your experience with our support team on this. We raised a reported incidence for GoCardless yesterday where UK customers were unable to collect payments using GC. As a result, impacted customers were unable to use the direct debit option on their invoice. This has now been resolved and all customers with active mandates will default to the DD option on the invoice.

If the invoice was not amended, this should still process as usual on QB. If the payment hasn't processed in QB, this can be recorded manually by creating a bank deposit (via the + new icon) > tick the invoice > in the 'add funds to this deposit sectio'n enter the gocardless fee account in the account column and enter the fee as a minus > save > match to the transaction in the banking screen. If you are continuing to experience any issue with this, please get back to us below.

S

SEdmunds

Thank you for your reply.

However you have missed the existing main issue.

The invoices when going through the gocardless direct debit route are no longer flagged as PAID. This behaviour has changed since last week. Therefore invoices are showing as overdue etc., which they aren't as they are being paid by direct debit but that takes a few days to process and hit the bank account.

This new behaviour is broken, not a new feature as I've been told.

I shall quote the system help to make this clearer:

"What happens after I save an invoice with the Schedule direct debit option?

Direct debit starts processing on the invoice's due date. At this point, you should see your invoice marked as paid and the invoice payment is now on your Undeposited Funds account."

The invoices are not being marked as paid.

Please escalate this to someone who can help.

Thank you.

S

SEdmunds

I've just received this notification of downtime due to maintenance from Gocardless:

"Hi there,
Due to unforeseen circumstances occurring during the maintenance of the GoCardless systems on 16/07/2022 at 13:00, we must perform additional maintenance on our systems. During this previous maintenance window, all systems remained fully operational and no downtime was experienced, but an outage would be expected for this follow-up window.

The essential maintenance will now go ahead on 23/07/2022 at 13:00 BST (12:00 UTC) lasting up to 60 minutes. This maintenance ensures the continued reliability of our service.

During this time, the GoCardless API, dashboard and hosted payment pages will be unavailable. Payments and new mandates cannot be created. Processing of payments already scheduled will be unaffected.

To minimise the impact on your operations we have scheduled the maintenance window over the weekend, outside of scheduled payment runs, and have ensured the maintenance window is as short as possible.
For API users who make use of idempotency keys we recommend configuring your integration to retry failed requests automatically until the request succeeds. If your integration does not make use of idempotency keys, we suggest confirming the failed requests after the maintenance window is ended, and then retrying.

We apologise for any inconvenience,
The GoCardless Team"

A

Ashleigh1

Hello Sedumunds, Thanks posting that update you received from gocardless.

D

DClellandAuthor

What’s going on Quickbooks?

@Ashleigh1 @LeizylM @Mich_S

S

SEdmunds

DClelland, have you managed to escalate this issue through support? I've spoken to a manager and they have said they would go back and further investigate on Tuesday.

As each day passes I see more and more invoices become overdue which wouldn't have done prior to this issue.

If you search for gocardless in the quickbooks assistant amusingly it offers this thread for information.

Furthermore, the help says:

"What happens after I save an invoice with the Schedule direct debit option?
Direct debit starts processing on the invoice's due date. At this point, you should see your invoice marked as paid and the invoice payment is now on your Undeposited Funds account.

What happens when I schedule a direct debit payment and the invoice is still open. When will it be marked as paid?
The invoice is marked as paid after the payment has been received into your bank account."

The first statement is how it used to work and how I feel it should work and the second statement is how it appears to be working now.

So all gocardless paid invoices become overdue between the due date and the actual bank deposit date which can be 5 to 7 days. Please explain what the benefit of this is?

D

DClellandAuthor

Hi SEdmunds,

Sally from QB has promised to escalate things, but I've yet to hear anything back. I 100% agree with everything you've said on your last post and I'm in exactly the same boat; loads of recurring invoices flagged as "overdue" when they clearly are not.

I have given up calling the support line, as it consumes at least an hour of my time each time and it usually gets me nowhere. Trying to explain this over and over to QB staff who don't understand is extremely frustrating.

I was also affected by the recent VAT glitch on their system which meant I paid the wrong amount of VAT to HMRC. They had an extremely complex workaround which I needed some help implementing. But as usual, their support staff didn't have a clue what was going on and I was left on my own.

I'm so sick of Quickbooks right now.

S

SEdmunds

I hadn't heard about the VAT glitch - that sounds bad, as anything that goes wrong with HMRC always is. I've still got a PAYE issue from 3 years ago that hasn't been sorted that was created by a payroll issue.

The customer invoice email lottery isn't helping - I've had another customer chasing for invoices this morning that quickbooks is showing were sent fine. Those were paid by gocardless so I didn't realise there was an issue. The invoices that I need to chase that aren't paid by gocardless I don't know if the customer has received them and now are amongst the invoices that are paid by gocardless so it's much more effort to work out.

It's an absolute mess.

R

RCV

This isn't the kind of service we want you to experience and we want to get you back into business, DClelland.

I'll take note of your feedback when reaching out to us so it properly addresses our management team. I've checked here on our end and there's no reported case about Gocardless recurring direct debit payments that incorrectly show overdue. In this case, it would be best to get in touch with GoCardless support. You can visit the app center and navigate the Support tab to learn how you can connect with them. Here's how:

Log on to Apps.intuit.com.
Search and select the GoCardless app.
Click on the Support tab.

For more information about Intuit & Partner support, check this out: UK App support.

If you need to take care of other things in QuickBooks, I'm with you every step of the way. Just leave a comment below and I'll get back to you. Take care always.

S

SEdmunds

Are you even reading our messages?

You can see that we have repeatedly called support and we have got nowhere, in DClelland's case I would suggest that support has actively made things worse so the GoCardless deposits haven't been matching.

I am waiting a response about this issue myself and have received nothing.

How can it possibly make sense that EVERY GOCARDLESS PAID INVOICE BECOMES OVERDUE AT THE DUE DATE FOR THE FOLLOWING WEEK UNTIL THE ACTUAL BANK DEPOSIT IS MADE? Why can't you answer this simple question?

Can you not understand that that we are utterly frustrated by a process change that has taken place that makes no sense and the support we have or haven't received repeatedly during this week that has meant so much time spent on this matter rather than actually working?

Finally, are you seriously suggesting that we get in touch with GoCardless support for an issue entirely within QuickBooks?

Once again, how do we raise a complaint about this utter shambles?

S

SEdmunds

Any reply to our questions QuickBooks?

M

Mike Wade

Hi,

We have the same issue.

We are finding Direct Debits are collecting, Quickbooks are marking payments as overdue instead of paid.

This means:
Reminders are falsely going out to 100+ of our clients on the due date.
Our clients are making a further payment, which is causing extra admin time for us to resolve.

This change by QuickBooks isn't acceptable.

The only solution for us to remove reminder notifications on overdue invoices, which is really, really disappointing.

Mike

G

GeorgiaC

Hi Mike, thanks for joining this thread - we understand the frustration that this would cause, please report this issue via our chat support so that this can be escalated to our technicians for full review.

M

Mike Wade

Update from QuickBooks, they have acknowledged the issue and advised it's being fixed:

Hi Mike,

Thank you for being a valued QuickBooks customer.

I am sorry fi you are receiving this email again, I just want to make sure you are being notified that our engineering team is still working on to resolving this issue.

We are aware of the frustration being caused by QBO UK - issue with Gocardless, issue with some direct debits collections and have raised this with our engineering team to resolve.

We will next update you on 8/26/2022, or if new information arises, or ultimately if a resolution is deployed.

We appreciate your patience!

Many thanks,

QuickBooks Online Customer Success

S

SEdmunds

Hi @Mike Wade ,

I think this is referring to the major issue they had with the gocardless integration completely failing - all invoices due to be paid by gocardless appeared to revert to pay manually and no new invoices could be raised to be paid by gocardless. That issue was fixed weeks ago and occurred at the time gocardless did a system update.

The invoices not being marked as PAID is an update that QBO did at a similar time which is why we talk about both issues on this thread.

E

emmam6

Hello DClelland, It looks like there is a production bug when processing the payments not linked to Quickbooks Online, the senior engineers are looking at this currently. It would be a fixed done by them on an individual company basis. We'd suggest if the same thing happens on Monday(so we can confirm it is not a temporary glitch) either reply here or call us at 08082345337 and we'll take your company details and get this raised up to them to resolve.

S

SEdmunds

This has been happening since Wednesday as I reported above.

You don't have to wait until Monday.

Every gocardless deposit is effected by this issue.

The figure in the AMOUNT section needs to be adjusted to the correct amount as seen in gocardless itself. The figure is VATable so shouldn't be changed to NO VAT.

The record in the bank feed will then match.

I've reported this to support and sent screens etc.

D

DClellandAuthor

thanks @SEdmunds . Sorry, I've not really been following this thread as I don't get notified when someone posts or mentions me (another glitch I presume). Cheers for the heads-up

K

Kurt_M

Thanks for coming back here in the thread, @DClelland.

I understand the urgency of this matter and that I want to help you get this sorted out as soon as possible. However, know that we won't be able to provide you with the ETA for when this issue gets fixed. Rest assured. Our Product Development team is doing its best to provide you with a resolution that fixes the error you've encountered.

With that said, I'd recommend reaching out to our QuickBooks Online Customer Care Team. That way, they'll be able to send an email once a fix is available. I'll input the steps below so you can proceed. To begin, here's how:

Go to the Help menu.
Click Talk to a human.
Enter your concern.
Choose either Start a Call or Chat.

In addition, I've got you these articles to help your more about GoCardless:

I'm with you on getting this resolved as soon as possible. Feel free to post here if you have any additional QuickBooks-related concerns. I'll be more than happy to assist you once again. Take care!

S

SEdmunds

@DClelland @hallbeckit @Ashleigh1

I've had an email from QB Support saying "As the main issue has now been resolved you should not have to manually correct your Deposit dates any more."

Sadly, my gocardless deposit is incorrect today yet again.

Words fail.

G

GeorgiaC

Hi SEdmunds, the investigation for the issue 'QBO UK - Deposits created using GoCardless App have fee amount that doesn't match the actual fee on GoCardless' currently remains ongoing with our support team, and we're expecting an update for this on 13/1/23. If you're experiencing a separate issue to this, please reach out to our support team (click here to begin a chat) so that we can view the full details of your case.

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