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What should I do if an order is not paid (failed direct debit)?
What should I do if an order is not paid (failed direct debit)?
Bryan Schoenmaker avatar
Written by Bryan Schoenmaker
Updated over a week ago

Plug&Pay collects orders in subscriptions or instalment payments automatically. But, it can of course happen that an order is not paid properly. Someone doesn't have enough money in their account for example, and therefore the payment fails. Or that someone cancels the order. Here you can read about what you can do!

Where can you find the failed direct debits?

When going to the overview of your orders, you'll see Failed as one of the tabs. This tab provides an overview of all failed collections.

Under Status you can see whether an order has been unpaid or reversed.

Unpaid means the collection has failed. This can happen if the creditcard has expired, or if someone doesn't have sufficient money on their bank account.

Reversed means that the customer has reversed the direct debit in their online banking.

What does Plug&Pay do when a direct debit fails?

Plug&Pay tries to collect the payment again once the direct debit has failed before. In addition, a reminder email will be sent.

Under Settings > Email templates, you can edit the text of these emails (the template is called 'Failed direct debit'). The reminder emails always contain a payment link, which customers can use to complete the payment.

What can you do when a direct debit fails?

When clicking on an unpaid order, you can see two buttons: Charge card and Reminder.

When you click on Charge card, the direct debit will be sent to the bank once more. Meaning another attempt is being made to debit the amount.

Note: You can only re-collect unpaid orders, cancelled orders cannot. This is because the customer has already manually blocked this payment via the bank.

When you click on Reminder, the reminder email will be sent once again.

Next to this, you can also find the Payment link at unpaid and reversed orders.

You can also manually share this link with the customer. If the customer pays via this payment link, the order will automatically be set to 'paid'.

Check the history of the order

In the order, you can find the header History. Here you can exactly see on which day the direct debit has been created and which emails have been sent. Always be sure to check the history - it is also possible that a notification will appear here from Mollie with the reason why the collection failed!

View the order in Mollie

Under payment status, you can view the status of the order in Mollie. Click on this and the transaction will be opened in Mollie. Here you can find additional info regarding the failed direct debit.

Cancel the subscription?

In Plug&Pay, the subscription is not automatically cancelled after (a number of) unpaid invoices. Should orders really not be paid and you cannot get in touch with your customer, you could cancel this customer's subscription yourself.

Following up on your customers

If payment is still not made, you should approach the customer yourself. No collection costs are charged when a customer does not pay. Of course, the most important thing with non-paying customers is to stay in touch with them. Why can't a customer pay? Is he or she tight on money? Can you perhaps arrange a payment plan?

A tip to prevent failed direct debits: Always try to communicate the payment process as well as possible with your customers if you work with direct debit. For example, we send an email several times before the first direct debit takes place to inform our customers that a direct debit is coming up. That way, you can avoid any unwanted surprises!

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