How to manage GoCardless mandate cancellations and expirations

Introduction

This article explains how Perfect Gym handles mandate cancellations and expirations from the GoCardless integration. When a member's GoCardless mandate is cancelled or expires, Perfect Gym automatically updates the member's profile and payment sources details. This helps your staff stay informed and ensures a smoother payment collection process. You can also set up automated notifications to inform members about the need to update their payment details.

• In this article, you will learn how mandate changes in GoCardless are reflected in the Perfect Gym system and how to set up automated notifications to inform your members about these changes.

• This article will be helpful for PG champions, System administrators, and the Front Desk Team.

Before you start 

For a smooth setup, please ensure you are familiar with these core features:

• How the Perfect Gym and GoCardless integration works. Read more. 

• How mandates are represented in the Perfect Gym System.  Read more.

• How Automation and notifications work. Read more 

Fast lane

Please note this is a brief overview. The following sections contain more detailed information.

• To check a mandate status change: Look for an automatic note on the member's profile, check the payment source status, and view the Transactions / E-Payment / Direct debit authorization tab for an 'Error' status.

• To set up automated notifications: Go to PGM / Automation / Automation Rules. Add a new rule using the GoCardless - mandate cancelled or GoCardless - mandate expired event, then configure the recipients and message content.

Instruction

When a member's mandate is cancelled or expires in GoCardless, this information is automatically sent to Perfect Gym. This triggers several actions within the system to ensure you have full visibility.

The notifications will be visible only when GoCardless integration is configured and connected to your database

Mandate cancellation

When a member cancels their mandate in GoCardless, the following actions happen in Perfect Gym:

1. The status on the member's payment source changes to "Cancelled".

2. In PGM → Member Profile → Transactions → E-Payment → Direct debit authorization, the transaction will receive an 'Error' status with the message: “Cancelled: The mandate has been cancelled”.

3. A note is automatically added to the member's profile indicating that the mandate was cancelled. The date of the note shows when Perfect Gym received this information from GoCardless.

Note about mandate's cancellation event will be added in spite of switching off this notification

How to send the communication from PG to your member?

You can automatically inform the member that their mandate has been cancelled and they need to provide a new payment method.

1. Go to PGM -> Automation -> Automation Rulesand add a new rule: 

2. Set up the rule with the following parameters:

• Action: Notification
• Event: Mandate cancelled

3. Configure your channel, recipients and message content (example below)

4. Save the rule. It will now run automatically whenever a mandate is cancelled.

Mandate expiration

A mandate can also expire due to inactivity. When a mandate expires in GoCardless, similar actions occur in Perfect Gym:

1. The status on the member's payment source changes to "Cancelled".

2. In PGM → Member Profile → Transactions → E-Payment → Direct debit authorization, the transaction will receive an 'Error' status with the message: “Expired: The mandate has expired due to dormancy".

3. A note is automatically added to the member's profile indicating that the mandate has expired. The date of the note shows when Perfect Gym received this information from GoCardless.

Note about mandate expiration's event will be added in spite of switching off this notification

How to send the communication from PG to your member?

1. Go to the PGM -> Automation -> Automation Rules and add a new rule.

2. Set up the rule with the following parameters:

• Action: Notification

• Event: Mandate expired

 3. Configure your  channel, recipients and message content.

4. Save the rule. The notification will now be sent automatically to the affected members.

Hints

You can customize the content of the automatic notes that appear on the member's profile.

1. Go to PGM -> System Settings -> Custom Translation.

2. In the Languages field, select your club's default language.

3. In the Resource object column, search for the following resource names to edit the note content:

   • For mandate cancellation, look for: MandateCancelledContent.

   • For mandate expiration, look for: MandateExpiredContent.