How to use Direct Debits with GoCardless

Overview

Direct Debit (GoCardless) in RMS enables properties to collect guest payments directly from a guest’s bank account, rather than using a credit card.

Once RMS is linked to GoCardless and a guest has authorised a Direct Debit mandate through a secure GoCardless page, you can collect payments from their bank account for:

• One‑off payments

• Long‑stay or regular rent

• Automated invoice runs

RMS stores a secure mandate ID/token provided by GoCardless (not the guest’s bank account details) and receives updates from GoCardless, so payment and mandate statuses are updated automatically. Staff can view mandate and payment status information from:

• The Guest Profile

• The Reservation screen

• Reservation Accounts > Receipts > Direct Debit (GoCardless)

• The Direct Debit (Bank Automation) dashboard

Terminology: In RMS, the GoCardless direct debit feature may appear under different labels in the user interface. In this guide, Direct Debit (GoCardless) refers to the GoCardless integration. The bulk‑processing screen is currently labelled Direct Debit (Bank Automation), but it is used to process GoCardless Direct Debit payments in bulk.

How to Use

Creating & Managing Direct Debit Mandates

A Direct Debit mandate is the guest’s authorisation that allows payments to be collected from their bank account through GoCardless. Once approved, RMS can request payments against that mandate.

Use this when you want to set up or review a guest’s Direct Debit at any time, not just during a booking.

To start, open the Guest Profile.

1. Navigate to Direct Debit (GoCardless)

2. Click Add Direct Debit (the + button).
   

3. Select the Property 
4. Select the Form Letter Template
5. Select the Accounts for this Direct Debit Authorisation.
6. Send
   

The sent request is displayed on the Guest Profile with the Status = Pending until the guest approves the Direct Debit request.

Once the Guest Approves the Direct Debit, the Status will change to "Ready to Charge."
 

• You’ll also see an indicator that this guest now has a Direct Debit mandate on the Guest Profile and any Reservations connected to that guest.
• If the indicator is Green, there is an Active Direct Debit Mandate.
• If the indicator is Gray, there is no Direct Debit Mandate.

• Clicking on the Direct Debit Mandate icon from the reservation will take you to the Direct Debit (GoCardless) tab of the guest's profile where you can view existing mandates or create a new one.
  
   

RMS users can see mandate status and ID, but never the guest’s bank account details. Those are held securely by GoCardless.

Taking Direct Debit payments

One‑off manual payment

To take a One-Off Manual Payment, go to the Reservation Account you want to charge.

1. Go to Receipt
2. Select Create Receipt
   
    
3. Navigate to Direct Debit (GoCardless)

4. Select the Mandate to use

   ✎ Please Note: You will only see the Mandate associated with the account you are currently viewing. For example, if you are on the Electricity account, you will only see the Mandate approved for that Electricity account. If you have separate Mandates across different accounts, you must receipt each account separately.
5. (Optional) Check Retry if possible.

   • If Retry if possible is selected and the Direct Debit can’t be collected the first time… GoCardless may automatically retry using GoCardless Intelligent Retries.

   • If the payment can’t be processed after 3 attempts (for example, the mandate is cancelled or the account is closed), it will be marked as Failed and no receipt will be issued.

6. Enter the Receipt Amount

7. Print Options are disabled until the receipt has been processed. When the transaction is Successful, RMS will automatically email a receipt to the guest.

8. Click Process.
   
    

Important

• The payment will not post to the account ledger as a successful receipt until GoCardless confirms it has been successfully processed/settled.
  
   

• However, you will still see the request in RMS immediately in the Receipt screen as Pending Submission, and it is also trackable from the Automated Payments Dashboard.
  
   

From the side menu of RMS, go to: Accounting > Automated Payments Dashboard

1. Select the filter: Direct Debit (GoCardless).

2. Select the Date Range of the request.

3. (Optional) select the Transaction
4. (Optional) Select Batch Process to reattempt the request. 
   
    

If the transaction is Successful:

• RMS emails a receipt to the guest, dated with the settlement date and attaches it to the account. 
• The payment is marked as Successful/Settled.

If the transaction Fails:

• The payment is marked as Failed.
• No receipt is created (or any provisional one is voided).
• You are notified via the Message Centre so you can follow up with the guest.
• The Failed payment is also visible on the Automated Payments Dashboard.
   

Bulk payments via the Direct Debit (Bank Automation) dashboard

You can process multiple Direct Debit payments in one go via the Direct Debit (Bank Automation) dashboard.
This is especially useful for long‑stay rent runs or other recurring guest charges.

In the side menu of RMS, go to Utilities > Direct Payments > Direct Debit (Bank Automation).

1. Select the Reservation Account(s) you wish to process
2. (Optional) Check "Retry if possible"

   • If the Direct Debit can’t be collected the first time (for example, insufficient funds or a temporary bank issue), GoCardless will automatically retry using the GoCardless Intelligent Retries schedule.

   • If the payment can’t be processed after 3 attempts (for example, the mandate is cancelled or the account is closed), it will be marked as Failed and no receipt will be issued.

3. Select the Accounts you want to process.
   (Only Accounts with an outstanding balance, and a valid Direct Debit mandate are displayed.)
4. Select Process.
   

RMS will send payment requests for all selected accounts and track the status of each payment through GoCardless.

When RMS receives an update for a transaction:

If the transaction is Successful:

• RMS emails a receipt to the guest, dated with the settlement date and attaches it to the account. 
• The payment is marked as Successful/Settled.

If the transaction Fails:

• The payment is marked as Failed.
• No receipt is created (or any provisional one is voided).
• You are notified via the Message Centre so you can follow up with the guest.
• The Failed payment is also visible on the Automated Payments Dashboard.
   

Using Direct Debit with Automated Invoice & Payments

If you already use Automated Invoice & Payments you can add Direct Debit (GoCardless) as a Payment Method.

For Automated Invoice & Payments, when creating an Invoice Automation: 

1. Select Direct Debit (GoCardless) as one of the Payment Methods.
2. Select the Direct Debit Mandate

3. Complete any other options and Save.
   

RMS will send payment requests for each Scheduled Payment and track the status of each payment through GoCardless.

When RMS receives an update for a transaction:

• Successful: RMS emails a receipt to the guest and attaches it to the account.
• Failed: RMS flags the payment as Failed and notifies you via the Message Centre. The Failed payment is also visible on the Automated Payments Dashboard.
   

Troubleshooting 

If you are experiencing issues, check out our Troubleshooting guide HERE.
 

Glossary