How can I suspend a customer? How do I cancel the collection schedules?

• If a customer no longer wishes for payments to be collected via direct debit and their account needs to be closed you will need to suspend their account. To do this access the customer account via Direct Debits at the top of the screen, then in the left hand menu click Customers and List Customers:  

• Click the down arrow on the Select Customer Quick Search Option dropdown and select All Customers:  

• In the Filter Data Search field type the customer account name or reference, or a postcode to enable you to locate the account and press enter:  

• Once you have located the relevant customer account click on the customer reference which is highlighted blue text:  

• This will open the customer account details.  Click on the black Edit Customer Details button:  

•  Click on the black Suspend Customer button:  

• A message box will appear, you must input a reason why the account should be suspended then click Yes (if you do not type a reason in this field the suspension will not be actioned):  

• When yes has been clicked at the top of the screen it will then state Customer Suspended Successful and the status of the customer account has changed to Suspended:  

• To cancel the collection schedules click on Collection Schedules at the top:  

• You will see all collection schedules for this customer account, any active schedules will have a black Cancel button at the far right hand side of the line.  Click this to cancel the collection schedule:  

• A message box will appear, you must input a reason why the account should be suspended then click Yes (if you do not type a reason in this field the suspension will not be actioned):  

• The collection schedule status will then show cancelled:  

• Please note: the cancellation will only be effective if actioned 3 clear working days before that payment due to be collected.   
• You will see a message appear on the portal if you are cancelling the collection schedule after we have already processed this for collection:  

• If you need to cancel a collection a day before or on the date of the collection your only recourse is to contact your customer and ask them to stop the payment at their bank.  This is because L&Z have already submitted the file for collection.  

If you have any questions or enquiries, please get in with the customer service team by emailing customer.services@landz.co.uk