It is possible that your customer has contacted their bank to cancel their Direct Debit mandate, or that there has been a change to their bank account details. To determine the exact reason and receive guidance on the appropriate next steps, please review the “Account History” section for the relevant customer account.
Please Note: L&Z acts a gateway to process the Direct Debit collections on your behalf, but we do not have control over the rejections that have been issued by the customer’s bank who instruct BACS. The rejection is then captured and applied to L&Z portal marking the customer as suspended. This is all part of complying with BACS Scheme Rules and Regulations which L&Z are obliged to comply with.
If further help is required to understand the reason why the customer(s) payment has failed, please click the “Help” tab at the top of the page and you see 3 subcategories.
Select ‘Failed Collection Reason Codes’ to view a comprehensive list of failure codes along with detailed explanations.
- This will then list the various failed reason codes, reason, circumstances and special instructions on how to deal with the returned reason code. You can then copy this or download as CSV, Excel or Print as PDF for your reference.
If you have any questions or enquiries, please get in touch with the customer services team by emailing customer.services@landz.co.uk