Direct debit is a cost-effective and easy way to collect payments for the services you offer your customers and with Zepto, it is incredibly secure, reliable and fast. However, there can be situations when we may cancel these direct debits or debit your account to recover funds. In this article we will discuss:

Claims:

Once your customer accepts a DDR and DDRSA, they also have the authority to make a claim for any debits by reaching out to you directly or Zepto or can submit a claim directly to their bank.

Being a third-party provider, Zepto will be contacted by our sponsoring financial institution and will notify us of a claim. Zepto will then take the following steps:

  1. Reach out to you and seek proof of the purchased goods or the services offered to the related customers. (You will need to supply these documents in 72 hours.)

  2. If you would like to dispute these claims, we can forward these to our financial institution.

  3. If you accept the claim request, we will debit your account and will send the funds back to the customer. Every claim request will include the description -

    Claim collection - pr_references or pb_references where the PR/PB relates to the original parent reference of the transaction for which the claim has been made.

To ensure a successful dispute of a DDR Claim in the event it happens, we recommend that you store and have access to the contract or agreement that the customer has engaged in with your company that clearly states the payment terms and conditions. Please ensure you read the reason for the claim and respond accordingly to avoid requests for further information.

Late Dishonours:

The debit processing time for some bank can be a bit longer than the agreed debit clearance time which means in rare situations, it can take more than 2 days for the bank to get back to us regarding a debit.

In such situations,

  1. Our team will send an email to you with all the relevant information regarding a late dishonour.

  2. Zepto will then debit the funds from your account

  3. You should receive an email outlining the same.

Every Late Dishonour transaction will have the following description -

Late Dishonour Collection - PB.xxx/PR.xxx where the PR/PB relates to the original parent reference of the transaction to which the dishonour relates to and can be found in the Zepto dashboard and/or your bank statements.

Common Reasons for Late Dishonour include:

  1. Payment Stopped: The account holder has requested the bank to stop the debits from their account

  2. Insufficient funds: The debitor account has insufficient funds for the debit to be processed successfully

  3. Account Closed: The account holder has closed their account and thus the debit could not be processed successfully

Manual Late Dishonours:

Manual dishonours are a rare scenario and only happen when the financial institutions dishonour a transaction after a long time. The processing of manual late dishonours is similar to that of the late dishonours :

  1. Our team will send an email to you will all the relevant information regarding a late dishonour.

  2. Zepto will then debit the funds from your account

  3. You should receive an email regarding the same.

Every manual late dishonour can be distinguished in the Zepto dashboard using the description field which should include Manual Late Dishonour Collection - pr_reference or pb_references where PB/PR relates to the original parent reference transaction

To understand the Claims, Disputes and Late dishonours in detail, and how these are managed by Zepto please reach through our article, here.

Feel free to reach out to us by clicking on the blue chat icon or email us directly at support@zepto.com.au.

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