GoCardless Direct Debits

Gocardless Potentially Cancelled part of my clients subscriptions

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This month, I received a payout less than expected despite my clients not cancelling the subscriptions. 

I asked GoCardless to investigate, and I provided them with a list of more than 10 clients as an example. 

None of the clients affected cancelled the subscription.

Their response was: 

"Having reviewed the details on your account, I can see that the Plan/Subscription template for these customers was cancelled on 02 February 2024. Hence, no payment was collected for March.

Unfortunately, due to the limited availability of the logs, we cannot see which user cancelled this plan on your account. "

I responded that the same subscription template is still active for other clients, I provided them with an example where payment was collected successfully for March.

It is strange to me...

Did anyone experience a similar issue? 

Replies (3)

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By Paul Crowley
06th Mar 2024 16:46

GoCardless does not inform you who has paid?

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Replying to Paul Crowley:
By Malek
07th Mar 2024 09:17

They informed me who paid, but there are many missing payments.

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By lionofludesch
07th Mar 2024 10:12

Time to look for another provider .......

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