What happens after a return debit note or a chargeback?


For recurring payment methods such as SEPA direct debit, credit card payments and PayPal it can happen that after a successful payment transaction, return debit notes or chargebacks occur.

For credit card payments and PayPal, chargebacks can occur when the customer actively reclaims the paid amount from his credit card bank or via PayPal. If the credit card company or PayPal agrees to the claim, the money will be charged back to the credit card from the merchant account to the customer's account.

In the case of direct debit payments, a return debit means that either the payment could not be debited from the customer's account because the bank account did not have sufficient funds (in this case, a return debit usually takes place within 2 bank working days) or that the customer has asked his bank to charge back the amount paid (in the case of SEPA CORE, the customer can do this within 8 weeks).

A returned direct debit is considered a serious payment problem by billwerk, therefore billwerk automatically deactivates recurring payments for this contract (Contract details > "Recurring Payments : Off") and payment escalation starts.

When the customer updates the payment means, the recurring payments are automatically reactivated and the system starts another payment run for all open receivables via the new payment means.

For example, if the customer informs you directly that the existing means of payment is OK (e.g. because sufficient coverage has now been provided) and another payment is to be made using this means of payment, you can manually reactivate the recurring payments and start another payment run. To do this, go to the customer's contract details and activate the "Recurring payments" checkbox. Payments" to "On".

Since bank processing fees are incurred for chargebacks, you can decide whether to charge the fee to the customer.

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