Indemnity Claims are the method by which a payer can claim their payment back under the Direct Debit Guarantee. The bank is obliged to offer an immediate refund if a Direct Debit has been taken in error or without authority. After refunding the customer, the bank can trigger the Indemnity Claim process to automatically claim the refunded amount back from you, the collecting Service User. This means you will not receive the payment from the customer and will also need to pay the full amount to the bank.
Depending on the reason, you may be able to contact the payer to arrange collection at another time.