This guide explains how to resolve the scenario where your customer sets up a direct debit mandate via your shop, but has no payments taken
Your customer has proceeded through the shop checkout and set up their direct debit mandate at the Mandates step.
The final checkout step however has not been completed; there is one more step after the mandate details have been entered that completes the checkout.
This results in the person setting up their mandate, but having no payment debited, as the checkout has been abandoned before an invoice has been issued instructing payment to be taken.
In this scenario, all your customer needs to do is go through the shop process again.