Direct debits are a European banking method where customers authorize automatic one-off or recurring debits directly from their bank account. It is available in 36 countries and supports Sofort and iDEAL.

Read how direct debits can benefit your business on multisafepay.com

Payment flow

This diagram shows the flow for a successful transaction. Click to magnify.

Payment statuses

The table below sets out the order status and transaction status for payments and refunds.

Activation

1. Email a request to [email protected]

   Include in the request the following information:

   • Monthly and annual direct debit volume
   • Minimum and maximum transaction amount
   • Type of products sold using this payment method
   • Whether you want to accept recurring payments
   • Whether any subscriptions are monthly, quarterly, or annual
   • Any additional information we request
     We send you an agreement to sign and email back to us.

   We check your eligibility and if approved, activate the payment method for your account.

2. Once approved, sign in to your MultiSafepay dashboard .

3. To activate the payment method for:

• All websites, go to Settings > Payment methods.
• A specific website, go to Websites, and then click the relevant website.

4. Select the checkbox for the payment method, and then click Save changes.

⚠️ Note: By default, Direct Debit payments are limited to one payment per IBAN every 24 hours. This restriction affects recurring payments. To request a change to this limit, email [email protected]

💬 Support: If the payment method isn't visible in your dashboard, email [email protected]

Integration

API

• See API reference – Create order > Banking order.

  Example requests

  
  

  For example requests, on the Create order page, in the black sandbox, see Examples > Direct debit direct/redirect.

  

Ready-made integrations

Supported in all ready-made integrations (direct).

Testing

To test direct debits, see Testing payment methods - Banking methods.

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User guide

Chargebacks

Customers can request a chargeback up to 56 days after their account has been debited. Following this, for a period extending up to 13 months, they can only initiate a chargeback with their bank if the transaction is considered unauthorized (e.g., made without verifiable customer consent).

In contrast to credit or debit card chargebacks, you cannot dispute Direct debit chargebacks.

Additionally, customers can initiate a chargeback even after receiving a refund if their bank hasn't registered it. This introduces a significant risk when issuing refunds during active customer disputes.

These chargebacks can result in bank fees of up to 65 EUR.

Chargeback reasons

If you receive a chargeback, a reason code is provided.

If the IBAN or BIC is incorrect, our bank informs us the next business day.

Direct Debit reason codes

Code	Reason	Recommended response
AC01	Incorrect account number	Contact the debtor to confirm the IBAN. If there is a mandate amendment, check the data provided by the debtor.
AC04	Closed account number	Contact the debtor to confirm the new IBAN.
AC06	Blocked account	Contact the debtor for another account or means of payment.
AC13	Debtor account type is missing or invalid	Contact the debtor for clarification and to agree another means of payment.
AG01	Transaction forbidden	Contact the debtor for another account or means of payment.
AG02	Invalid bank operation code	Resubmit the transaction with the correct authorization reference and transaction type: OOFF or RCUR.
AM04	Insufficient funds	Contact the debtor to add funds to their account.
AM05	Duplication	Contact your bank to confirm whether collection was duplicated.
BE04	Creditor address missing or incorrect
BE05	Unrecognised initiating party	The creditor ID was incorrect or was changed without an amendment indicator. Check your contract for the correct creditor ID. If in doubt, contact your bank first.
CNOR	Creditor bank is not registered	Contact your bank.
DNOR	Debtor bank is not registered	Contact your bank. Contact the debtor for another means of payment.
ED05	Settlement failed	Depends on the SLA between the debtor's bank and the Clearing and Settlement Mechanism (CSM).
FF01	Invalid file format	Repair the XML file.
FF05	Direct debit type incorrect
FOCR	Return following a cancellation request
MD01	No mandate	Analyse the characteristics of the SDD collection. Contact the debtor if they request a refund.
MD02	Required infomation missing from mandate	Amend the mandate.
MD06	Customer requested chargeback	Contact the debtor.
MD07	Customer deceased	Close the agreement with the deceased debtor.
MS02	Unspecified reason generated by customer	Contact the debtor.
MS03	Unspecified reason generated by agent	Contact the debtor.
RC01	Incorrect bank identifier	Contact the debtor for the correct BIC for a non-EEA collection. Ask your bank to allocate the debtor's bank's correct BIC in the interbank message.
RR01	Missing debtor account or identification	Repair the collection to complete the debtor's account information. Contact your bank.
RR02	Missing debtor name or address	Repair the collection to complete the debtor's name and/or address. Contact your bank. ⚠️ Note: To avoid declined transactions, non-EEA countries must include name and address in the customer_object.
RR03	Missing creditor name or address	Repair the collection to complete your name. Contact your bank.
RR04	Regulatory reason	Contact your bank.
SL01	Specific service offered by debtor agent	Contact the debtor.
TM01	File received after cut-off time
CUST	Is used sporadically (known to the collector)	Contact your bank.
DUPL	Is used sporadically (duplicate payment)	Contact your bank.

• English, see European Payments Council – Guidance on reason codes .
• Dutch, see Betaal Vereniging – Reasoncodes en vervolgacties .

E-mandates

An e-mandate represents an agreement between you and the customer and is required for every direct debit. We create them automatically based on the customer's IBAN and the site_id, and specify if it is a one-time, initial, or recurring debit (see Recurring payments).

E-mandates are needed when resolving customer disputes and chargebacks.

We send all e-mandates to our bank at the end of every business day.

Processing times

Transactions are processed within:

• Amounts less than 500 EUR: 9 days
• Amounts over 500 EUR: 22 days

Processing times can be reduced on request. Email [email protected]

Refund risk

You might end up paying twice the amount if a customer gets a refund from you and also files a chargeback, even if the chargeback is processed after the refund settled.

How to reduce refund risks

To reduce the chances of this happening, we strongly recommend:

• Only processing refunds for trusted, verified customers.
• Avoiding refunding a customer if you have any ongoing dispute with them.
• If refunding:
  • First check if the customer has already requested a chargeback.
  • Wait until 7 working days after payment was initiated to be sure payment is now complete.
  • Communicate clearly to the customer that you are sending a refund and that the funds will take a few days to arrive in their account.

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Support

Email [email protected]

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