DebiCheck FAQs

Q: What is DebiCheck?

DebiCheck is a secure debit order system that requires customers to electronically confirm new debit order mandates with their bank.

Q: How does DebiCheck differ from traditional debit orders for our business?

DebiCheck mandates are electronically verified by customers with their bank before being activated. This minimizes the risk of unauthorized transactions and ensures that all debit orders are processed with the customer’s consent, offering more security and compliance for businesses.

Q: What steps should our customers follow to confirm a DebiCheck mandate?

Customers can confirm their DebiCheck mandate using one of the following methods, depending on their bank:

• Logging in to their online banking platform or mobile app.

• Clicking a link sent via SMS by their bank.

Q: What happens if a customer does not confirm a DebiCheck mandate?

If a customer does not confirm the mandate, the debit order cannot be processed.

Q: Can our business cancel a DebiCheck debit order if necessary?

Yes, businesses can cancel a DebiCheck debit order if the mandate is no longer needed. This can be done by stopping the relevant Payment.

Q: What should our business do if a customer accidentally declines a DebiCheck mandate?

If a customer accidentally declines a mandate, you can resend it for confirmation. We recommend clearly explaining the approval process to customers to reduce the chances of this happening.

Q: Can customers dispute DebiCheck debit orders, and how does this impact our business?

While customers can dispute DebiCheck debit orders, disputes are less likely because the mandates are electronically confirmed and it is much more difficult for the client to do so. If a dispute arises, businesses can provide the confirmed mandate as proof of authorisation, making resolution faster.

Q: How quickly can our business activate a DebiCheck mandate?

DebiCheck mandates are activated almost immediately after customer confirmation. The process typically takes a few hours or less, depending on the bank’s processing time.

Q: Are all South African banks compatible with DebiCheck for our business?

All major South African banks support DebiCheck. This ensures your business can process mandates for a broad customer base:

• ABSA BANK LIMITED

• ACCESS BANK

• AFRICAN BANK

• BIDVEST BANK LIMITED

• CAPITEC BUSINESS (MERCANTILE BANK LIMITED)

• CAPITEC PERSONAL

• FINBOND EPE

• FINBOND MUTUAL BANK

• FIRSTRAND BANK

• FNB (FIRST NATIONAL BANK)

• NEDBANK

• RMB (RAND MERCHANT BANK)

• STANDARD BANK SA LTD

• TYME BANK LIMITED

• UBANK LTD

Q: Are there costs involved in using DebiCheck for our business?

Yes, there may be costs associated with DebiCheck, including fees charged by the bank or payment processor. We recommend discussing pricing with your payment provider to understand the cost structure.

Q: What should our business do if a customer’s DebiCheck debit order fails?

If a debit order fails, ensure the following steps are taken:

• Confirm that the customer has sufficient funds in their account.

• Verify with the customer that they approved the mandate.

• Contact your payment processor to identify and resolve the issue.

Q: What happens if a customer doesn’t approve within the set approval window?

If the approval is not completed within the specified timeframe, the Registered Mandate remains valid for an additional 10 days. After this, the mandate expires, and a new request will need to be initiated.

Q: Can I adjust the approval deadlines?

No, these deadlines are predefined based on the approval type (TT1 or TT2) and cannot be modified. Read more about this here.

Q: How does the system handle variable collection amounts?

Enable the "Is Collection Amount Variable?" option to allow adjustments to the collection amount over time. This is useful for subscriptions or recurring payments with variable costs.