How to configure my penalties for rejected Direct Debits?

The penalties for Direct Debits enable to set up impacts on finance, bookings, access and many other elements when a penalty is indicated automatically or manually to Xplor Gym. Before importing or indicating a penalty, you need to configure your penalties for rejected Direct Debits.



From the menu 'Settings', go to 'Legal and financial', then 'Penalties for rejected Direct Debits'.


Here, do not take into account circumstances (error codes, number of errors) where these penalties will occur. Only define the possible fields, penalty by penalty.


The following example is the creation of one penalty, but as many penalties will have to be created as there are possibilities.

green_tick_in_a_circle.JPG Add the penalty and name it.

Select 'Add a penalty' and name it explicitely. The best thing to do is to notify the main results of this penalty.


green_tick_in_a_circle.JPGDetermine the results of the penalty.

The second tab of the penalty allows to define the results of the rejection. Here, for example, we decide to resubmit the Direct Debit the same day, the month following the rejection.

If needed, we could also have set up the following results : 

  • suspend the member's Direct Debits: In this case, the member will be excluded from the direct debit files, as they will have a "direct debit suspended" tag. Direct debits can be reactivated at any time from the member file. Please note that direct debits are suspended from a 'technical' point of view, but invoices linked to due dates will continue to be generated.
  • resubmit the direct debit: this allows you to relaunch the direct debit (by hosting it in a future file), by ticking the box corresponding to the time at which you wish to relaunch it. Direct debits that have already been rejected can be excluded from this scenario.

What happens if you have also chosen to represent the direct debit?
If you have chosen to collect the payment using the stored bank card and you have also chosen to resubmit the direct debit, you will first try to make the member pay using the stored card and then, if that doesn't work, you will resubmit the direct debit.

  • deactivate the Direct Debit mandate:this prevents the member from being included in the direct debit file and makes it appear without a mandate
  • cancel the membership related to the Direct Debit: you can cancel all your memberships on the commitment date or immediately, giving a reason for cancellation.

You choose to cancel on the commitment date: what impact will this have?
In this case, the member's membership is cancelled 'early'. Since they are contractually committed, they owe their instalments. The member will then be in debt until everything has been settled.

You choose to cancel immediately: what are the implications?
In this case, the last membership period will be cancelled by means of a credit note. For the moment, there is no way of defining whether or not you want to generate a credit note: it will be generated automatically.

All memberships held by the member will be cancelled, not just the one that caused the direct debit to be rejected.

  • Close member: It is also possible to close the member file. To find out more about this function, click here.

green_tick_in_a_circle.JPGDetermine the booking fees related to the penalty.


Add booking fees by ticking the corresponding box and fill in the amount.

Then,  take the fees automatically or not, and if so, when will it be done.

If you do not choose to take the fees automatically, an invoice will be simply generated on the member file.

green_tick_in_a_circle.JPG Determine the potential blocking.


Here, you can block the member's online booking and/or her/his access.

Save, the penalty is created.

green_tick_in_a_circle.JPGIndicate whether you are attempting to collect the payment using the saved bank card.

Here you can indicate whether the amount owed will be recovered from the bank card saved in the member file, as well as any admin fees.

You can also choose to finally deactivate a bank card if the collection attempt fails for any reason other than "insufficient funds".

green_tick_in_a_circle.JPGSave the penalty

Select 'Save' : the penalty appears in the list

green_tick_in_a_circle.JPG Repeat the action for the each of the other possible penalties.

Then, you can repeat the action and create the other possible penalties clicking once again on 'Add a penalty'.


Once the whole penalties are created, you can go to step 3.


Any mistake?

If you have made a mistake, you can modify or remove the penalty using the three dots on the right-hand side of the line.



In this step, you will define when each penalty set in step 2 can occur.

This can be defined according to the number of errors corresponding to the number of a member's consecutive rejections and / or according to the error code corresponding to the reason for the rejection made by the bank.

green_tick_in_a_circle.JPG Go to the CONFIGURATION OF PENALTIES


green_tick_in_a_circle.JPGDefine the calculation of the number of errors

Here, we will define how the number of consecutive errors (rejections) is calculated.

  • Tick the first box if you do not want to count the rejections that have been amended (paid by the member).
  • Tick the second box if you do no want to count the rejections issued from sales rejection fees.
  • Tick the third box if you do not want to count the rejection releases. Hence, it is possible to determine a penalty in the case of a rejection release.

The three boxes can be ticked simultaneously.


green_tick_in_a_circle.JPG Define the penalties by default

Here, indicate when each penalty should occur. In the drop-down list of errors according to their classification, you can find the possible penalties I have set in step 2.


green_tick_in_a_circle.JPGWant to define penalties related to one specific error code ?

When a Direct Debit is rejected because of an opposition, you want to set specific penalties.... You can do it from the bottom part of the screen, by selecting this key :


A box opens and you can then define which group of errors and codes are concerned by the specific treatment and which penalties will be applied to the different errors :


In the scroll-down lists, you can find the whole typical penalties which have been defined in Step 2.


And at the fourth error?

We will apply the same penalty as for the third error.

That's it. Your penalties for rejected Direct Debits are set. Now you can import the rejections or notify them manually in the software. To know how to do it, you have a look the articles about importing rejections via a CAMT054, via Slimpay or manual.


Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request



Please sign in to leave a comment.