[bitfolk] What do you expect to happen when you authorise a Direct Debit mandate?

Hello, There is a frequent cause of confusion with Direct Debit. The way Direct Debit works is, first you authorise an organisation to make Direct Debit requests. This is called a Direct Debit mandate. That gets sent to your bank. Once your bank accepts it the organisation can then request funds from your bank. At present BitFolk only requests funds by Direct Debit when there is a mandate in place and: a) A new invoice is created, or; b) You go into the Panel and select one or more invoices to pay by Direct Debit. Notably what does NOT happen ever is that invoices which already exist are suddenly submitted by Direct Debit. So what happens quite often is: 1. Invoice for ongoing service is created and emailed to customer. 2. Customer ignores this for some period of time. 3. A nagging automated email is sent saying this is going to be due soon. Quite often ignored for some time. 4. A more strident yet still automated nagging email is sent saying that it would be a really good idea to consider paying this now as otherwise there might be a loss of service. 5. Customer decides that Direct Debit would be convenient and does authorise a Direct Debit mandate now, but doesn't actually pay the outstanding invoice(s) by any means because they think they have now told us to take payments by Direct Debit and that it will just happen. 6. Invoice is now weeks overdue and an automated email is sent out saying that the service is now going to be suspended for non-payment. 7. Since non-payment suspensions are manual, we think to check if the customer recently authorised a Direct Debit mandate. If they did then we consider it likely that they thought that would do the job, so we have to contact them and explain and ask if they did actually want this existing invoice paid by DD. This is annoyingly manual, takes time, and is sometimes hard to explain. There have been a non-zero number of occasions where we have forgotten to check for a mandate in step #7 and have suspended the customer's service for non-payment. There have been many occasions where customers have received the "you're being suspended for non-payment" email of step #6 and contacted us in a panic. Every time there is one of these misunderstandings I explain why this happened and ask how they would like it to be changed so that it doesn't happen any more, but sadly I have never really received any concrete suggestions even from the people it has happened to. I'm pretty sick of this happening so I want to do something about it. So, I shall ask all of you, how would you expect it to work? a) As soon as a mandate is authorised, just charge all existing invoices immediately Very tempting. Very simple. I fear there will be at least one person that will claim they never expected that to happen, and a returned Direct Debit has caused them to incur an eleventy billion pound penalty charge from their bank, their mortgage payment got rejected, and now there are men outside in shiny leather jackets. b) As soon as the mandate is authorised, if the customer has existing invoices that are unpaid, there is a very noticeable message on the screen like: You seem to have unpaid invoices: #41234 £107.88 #41239 £1.92 Pre-existing invoices won't be automatically submitted for payment by Direct Debit. You can <a href="…">pay them now</a> by a one-off Direct Debit or any of our other supported payment methods. I like (b). I am open to other ideas if you have any. I can't really think of any. I understand that many people will be happy with (a), but I feel it's one of those things that when there is someone that is unhappy, they are very unhappy, and that wipes out the good feelings from the many more people that never had a problem. Cheers, Andy -- https://bitfolk.com/ -- No-nonsense VPS hosting