When customers make payments via Direct Debit, they may occasionally report that funds have been deducted from their bank account even though the payment was confirmed as unsuccessful, and failed.
This situation typically arises when a payment has been submitted for a collection and is in progress. During this time, the bank temporarily withdraws the amount from the customer's account. If the payment ultimately fails, the bank will reverse the transaction and return the funds to the customer’s account.
In such cases, it is important to verify with the member that the funds were indeed restored to their account following the payment failure.
For detailed help on how to manage failed payments, you can view our help guide here.