Paperless Direct Debit enables organisations to sign up customers for Direct Debit collections for example over the telephone, Internet, telephone keypad, face-to-face or by interactive TV.
It speeds up and simplifies the sign up process, whilst at the same time further increasing an organisation's administrative cost savings. It is more convenient for customers too, with no forms to complete or the possibility of delays.
An organisation obtains the customer's payment service provider (PSP) account details and then lodges the Direct Debit Instruction with that PSP via AUDDIS. Paperless Direct Debit is therefore only available to organisations using the AUDDIS service and who can satisfy additional criteria.
Prior to using Paperless Direct Debit, organisations need to be aware of the associated additional risks involved in operating the service:
- It is the organisation's responsibility to verify the customer and validate their details. for example. identity, account details, customer address. A number of software packages are available to assist in this process, details are available in the Direct Debit verification measures which can be found in the Information Hub to the right of your screen
- Organisations must be aware that there may be an impact on future business if Direct Debit ceases to be the preferred payment method for customers
- The organisation must consider the wider reputational issues for the Scheme particularly with regard to the risk of fraud. Paperless Direct Debit may not be suitable for some transactions such as high value payments.
Organisations may be subject to annual reviews of their Paperless Direct Debit process and procedures and failure to comply with the Scheme Rules may result in the removal of sponsorship and exclusion from the Direct Debit Scheme.
You will need to consider both the risks and the benefits to decide whether Paperless Direct Debit is suitable for your organisation. The benefits are:
- Offering Paperless Direct Debit sign up at point of sale can eliminate much of the paperwork, delay and postage costs often associated with setting up Direct Debits
- Applying modulus checking at point of sale (highly recommended for Paperless Direct Debit service users) can ensure that your customer’s PSP details are taken more accurately, eliminating later costly administration problems
- The collections process can begin earlier, as you don’t need to wait for the customer to complete and return the Direct Debit Instruction
- Telesales techniques can help increase sales conversions
- Offering online sign up means an improved quality of service to your customers in line with many large organisations who already offer this service.
How it works
Essentially, Paperless Direct Debit works in much the same way as paper based systems and your customers have exactly the same safeguards as with conventional sign up.
The major difference is that Paperless Direct Debit enables you to sign up customers for Direct Debit collections without the customer having to sign a paper Direct Debit Instruction. If authorisation is made over the internet these details must be keyed into a screen on your website. You validate the information and send the Instruction to the paying PSP via AUDDIS.
You must then send confirmation to the customer within three working days of their verbal or internet instruction. Alternatively, provided the first collection is made within a month of the Direct Debit being set up, the confirmation incorporating the advance notice must be received by the customer no later than the number of working days in accordance with their advance notice period before the first collection.
Starting to use Paperless Direct Debit is easy and can be achieved by completing the following 8 simple steps:
- You must have live AUDDIS status before using the Paperless Direct Debit service and must have completed an AUDDIS and Paperless Direct Debit or a joint AUDDIS and Paperless Direct Debit application form issued by your bank.
- Your bank will require certain criteria to be met for AUDDIS and Paperless Direct Debit. These must be met before an application is signed off for live running. for example vetting criteria which will include technical, financial checks and the execution of a new indemnity, if the original indemnity was signed prior to 1 January 2004.
- You should ensure that system amendments for AUDDIS incorporate Paperless Direct Debit requirements. Prepare an AUDDIS migration plan if applicable, detailing the various Bacs test requirements.
- Your bank must approve all Paperless Direct Debit material, including scripts, confirmation letters, internet screens and any other material prior to use. Any subsequent changes to documentation or scripts must be approved by your bank prior to use.
- Prepare staff training and briefings incorporating Paperless Direct Debit. This is essential to avoid wrong messages being given out by staff and to maintain the quality of the Direct Debit Scheme. The mandatory Paperless Direct Debit training course will also need to be successfully completed by 2 members of staff. Your sponsor will provide further information regarding this.
- Consider a phased roll out if there are several different applications involved. One type of application per service user number (SUN) is recommended in order to better control and manage Paperless Direct Debit operations.
- Set up the appropriate monitors and apply measures to establish the level of service, for example, the number of sign ups, levels of cancellations following confirmation letters, number of unpaids and volumes of queries. This will not only help ensure your service is acceptable but also highlight areas for improvement.
- It is recommended that you have a method of confirming the Paperless Direct Debit sign up such as voice recording. This will assist your operators when dealing with customer queries.