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SEPA mandates and return debits

Cleverbridge processes two types of SEPA direct debits, each initiated through a mandate provided by the customer:

  • Single SEPA Direct Debit: This mandate allows Cleverbridge to debit a single amount directly from the customer's bank account.
  • Recurring SEPA Direct Debit: This mandate authorizes Cleverbridge to debit the customer regularly. The customer is authorized to withdraw the mandate at any time. Withdrawal of a mandate will affect the recurring billing of the subscriptions. The recurring mandate is often the cause of return debits.
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SEPA Direct Debit payments take up to three business days to reach Cleverbridge after the customer's account has been debited. Failed SEPA Direct Debit payments result in a return debit. In this case, the customer must pay the due amount via wire transfer to continue using the license.

Return debit​

A return debit happens when a SEPA Direct Debit transaction fails due to one of five reasons:

  • The customer has provided incorrect payment details.
  • Insufficient funds in the customer's bank account.
  • The customer's bank doesn't authorize direct debits by default. In this case, customers must contact their bank to enable direct debits.
  • The customer has canceled the direct debit mandate before the subscription renewal.
  • The customer has disputed a completed direct debit. The customer can request a return debit and reclaim a completed payment through their bank. If the refund claim is valid, Cleverbridge will not dispute it. The final decision lies with the card issuer. If they rule in favor of the customer, the debited amount returns to their bank account within four business days.
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Customers can initiate a return debit within eight weeks after their bank account has been debited.

FAQs​

How does Cleverbridge process payment once a return debit is executed?​

It is possible to change the payment method once a return debit has been issued for an order. Cleverbridge then sends an email to the customer, notifying them that they need to pay the outstanding amount to continue using the license.

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The order status can change several times because Cleverbridge may accept the debit, but the customer's bank could later reject it. For example:

  • SEPA mandate is provided with the initial order: The subscription renews, and the order becomes Paid.
  • The customer cancels the mandate, and a return debit goes through: The order status changes to Return Debit Waiting for Payment.
  • The customer completes a wire transfer payment: The order status changes to Paid.

How does Cleverbridge handle a debit order refund?​

There are two ways:

  • The refund is processed before Cleverbridge receives payment: The SEPA Direct Debit is canceled and the customer isn't charged.
  • The refund is processed after Cleverbridge receives payment: It takes up to four business days for the debited amount to return to the customer's account.

How does Cleverbridge cancel a return debit order?​

Executing a refund cancels an order with the status Return Debit Waiting for Payment.


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