Manage Debit Orders

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Index

Masterfile

Before you can process a debit order batch, you’ll first need to make sure that all the relevant customer details are captured in the system. These customer records are stored in what we call the Masterfile, which serves as the central database for your debit order customers.

In most cases, customers are added to the Masterfile manually. The only exceptions are when you choose to upload your customer information using a debit order converter file or when you are working with integrated software, both of which automatically populate the Masterfile for you.

1. Filters and search options

Navigate to Services > Debit Orders > Manage debit orders > Masterfile

Customers in your Masterfile are grouped in grid form on the Manage Masterfile screen. Each column in the list is sortable by clicking on the heading. Sorting can be ascending or descending. Click once for ascending, and click again for descending.

Filters allow you to work with specific data in your Masterfile.

The “Filter by group“ button will allow you to work with customers in a specific group. Once selected, click on the down arrow and select the group from the list provided. Grouping is explained in more detail in the Groups section below. Groups are ideal for Debit Orders, especially when creating manual batches, as they allow you to group your customers by debit date, making it easier to sort and select customers according to the debit date.

The “Filter by status“ button allows you to work with customers in a specific status, which includes: “Active”, “Inactive” and “Deleted”. Only active customers can be added to a Debit Order batch. In the master file, the first section,_ Account details, is where you can change the status to either Inactive or delete. Click on the edit button to adjust the status. Customers who have been deleted can be reactivated.

Expired credit cards can also be viewed on this filter. If a card has expired, these details need to be changed and updated to process with collections for the customer. New credit card details need to be captured in the bank details section.

The search function allows you to look for a specific Masterfile entry/entries by either inserting the Account reference, Account name, Bank or Bank account number.

Click on the “Search” button
Select the Search where criteria by clicking on the Down arrow
Type your search request data in the “is like” field
Click on the “Search” button
To export data, click on the “More“ button. Select the format required for the dropdown menu and click on submit. The download will begin.

The “More” button allows you to export the data in various formats. Check the default downloads folder on your computer for the required report.

The “CSV“ option allows you to download all fields in the Masterfile; this includes all containers in the edit/add Masterfile screen. CSV files usually open in Microsoft Excel, and all data will appear in column 1.

Should you require each field to appear in a separate column, then do the following:

Select column A.
Click on Data, Text to columns.
Click on Next, Delimiters – Tab.
Click on Finish.

2. Add a new customer to your Masterfile

Navigate to Services > Debit Orders > Manage debit orders > Masterfile.

Insert a unique account reference: This is a reference to differentiate customers from one another in the Masterfile. It can be any reference greater than 4 (four) characters, but each account reference in the Masterfile must be unique. Duplication of account references is not possible, and the system will return an error if attempted.
Insert the Account name, company name or surname followed by initials: The customers to whom the debit order relates.
Insert the Debit amount: The default amount to be debited. This amount can always be changed prior to creating a batch. It can also be changed at the time a batch is created; however, no change will be made to the Masterfile if the amount is changed when setting up the batch.
Once you are satisfied with the above information, you have inserted, click “Submit“.

Insert bank account details.
Expand the Bank account tab by clicking on the down arrow to the right of the tab heading.

If you are adding a customer with a Bank account, please refer to A below; if you are adding a customer with a Credit Card, please refer to B below:

A. Adding a customer’s Bank account details:

Payment method type: Bank account

Insert Bank account name: The owner of the Bank account which will be debited. This might not be the same as the Account Name. For example, somebody may use their Bank account to pay for their wife and children’s individual gym subscriptions.
Insert the Bank account number: The number of the Bank account to be debited – include leading zeros, if applicable
Select the Generic branch code in the field provided – The branch code of the relevant Bank. It is recommended that the universal branch codes always be used, where available.
Bank account type: Current Account | Savings Account etc.
Click “Submit“

Netcash will now validate the Bank account and branch code and accept the record if successfully validated. If the account fails validation, then the Bank account record will not be added to the Masterfile.

Insert ID number if you would like to verify the Bank account details. Account details and Bank account information are the minimum amount of information required in order to create a Masterfile entry that can be processed in a debit order batch.

B. Adding a customer’s Credit Card details:

Payment method type: Select Credit Card

Click on “Submit card details“
Insert the Credit Card number, expiry date and name
Click on “Submit“
Card details will be validated, and the window will close to return to the Masterfile.

Because Netcash is PCI DSS (“Payment Card Industry Data Security Standard”) compliant, we do not store Credit Card numbers anywhere on our system. All Credit Card transactions are managed via a Credit Card token and a masked Credit Card number. When adding Credit Card details, the system generates a token together with a masked Credit Card number.

Please note that any information changed in the Masterfile must be changed prior to setting up a batch. Any change in the Masterfile will NOT be pulled through to a batch, which has already been created.

An automated email will be sent advising of expired/expiring credit cards in the Debit Order Masterfile.
A report can also be viewed by selecting the filter by status button.
New credit card details must be captured in the masterfile if the credit card has expired.

3. Editing customers in your Masterfile

Navigate to Services > Debit orders > Manage debit orders > Masterfile.

In the Masterfile list view, by clicking on the Pencil on the left of the Masterfile entry, you can edit all information about your customer. Please see all tabs below:

Account details

Active: A customer can be made inactive or active.
Delete: You can tick “delete” if a customer has cancelled their debit order. This customer will be moved under your deleted status.
Edit: This option allows you to make changes to the details you have previously captured.
View change history: You can see which system user made the last change to the details captured.
Debit order transactions that have been returned with unpaid codes (excluding codes 2 and 22) will be made inactive in the master file. These masterfile entries can be made active again once you have received a new mandate. Uploaded files (converter and ISV software) containing these customers will automatically reactivate the status in the master file. Read more about unpaid codes in the unpaids section in his guide.

Bank account

Submit AVS: This function allows you to do account verification if you have the Risk Reports service active.
Edit: This option allows you to make changes to the details that you have previously captured.
View change history: You can see which system user made the last change to the bank account details captured.

Account grouping

Groups: You can add customers in groups according to your debit needs, such as specific debit dates.
Edit: You can edit the group or the customers in the group.
Change History: Click on the View change history tab to view changes to the grouping for this customer (added, removed, or amended)

Notifications

Payment Request: This needs to be ticked if you would like to make use of payment requests, and an email or mobile number must be captured in the notification section in the Masterfile.

Email address: You can add a customer’s email address here if you would like them to receive a notification for the debit order that will be processed on their account.

Mobile Number: You can add a customer’s mobile number here if you would like them to receive a notification for the debit order that will be processed on their account.
Edit: This option allows you to make changes to the details that you have previously captured.
View change history: You can see which system user made the last change to the details captured.

Notifications history

Email history: This should show the history of all the notification emails sent to the customer for their debit order.
SMS history: This should show the history of all the notification SMSs sent to the customer for their debit order.

Transaction history

The transaction history will list the transactions processed against this customer. Any unpaid transactions will be shown in red, together with the reason code. The details of each individual transaction can be saved to a PDF document.
View full history allows you to see the full debit history of the customer if there is more to display.

Contact details

This is an optional section to complete. Here you can add more information relating to your customer.

The following information may be captured:

Contact person
Title
Telephone number
Identity number
Date of birth
Postal address 1
Postal address 2
Postal address, postal code
Physical address 1
Physical address 2
Physical address postal code
Edit

Additional details (This field is optional)

An extra detail is to be recorded against this account
Fields 1 – 9: This section provides you with 9 (nine) fields that you can utilise for any additional information about a customer. This can be kept in the Masterfile for reference purposes.
Submit: This should be clicked once you are satisfied with all the extra information that you have captured.

Mandate

Debit order mandate: You have the option to store your customers’ signed mandates directly in your Netcash account, which you can upload here, or if you are using electronic mandates, they will automatically be uploaded here.

Note: All customers must have a signed mandate, either paper-based or electronic. This is a mandatory requirement.

DebiCheck

View and edit a Debit Order batch

Once all customers have been added to the batch, click on the View batch button.
By clicking on the Download button, you can export the batch report into the standard formats.
To edit an amount(s), click on the Pencil to the left of the customer.
To delete a customer, select the row and click on Delete Account.
If you are ready to authorise the batch, click on Batch list.

Editing dates/service types and deleting batches

Click on the pencil to the left of the batch.
Select a new action date if required – Same day or Two day batch
Click on Submit.
Batches can be deleted by clicking on the Delete batch button.

Add a batch name to batch screens and reports

The batch name is either imported from the uploaded file or automatically allocated by Netcash when a batch is created manually. The batch name can be edited by clicking on the pencil (edit) icon and entering a new batch name.

Navigate to Services > Debit Orders > Mange debit orders > Debit batches

A batch name has been added to the manage the batches screen. The name of the batch is taken from the imported file or allocated by Netcash if the batch is created manually.

The name of the batch can be edited by clicking on the pen icon and creating a new batch name. Once edited click on submit to save the changes.

Deleting Masterfile entries in Bulk

Navigate to Services > Debit orders > Manage debit orders > Masterfile.

Multiple entries can be deleted in bulk.
Tick the delete field for the masterfile entries to be deleted.
Click on the Delete button

Lock batch

Navigate to Services> Debit Orders> Manage Debit Orders > Debit batches.

To lock a batch from any further editing, select the edit icon and click on Lock batch.

Review the on-screen message and click on Yes if you would like to proceed. Please note that the batch cannot be unlocked.

The lock batch feature is applicable to all batches created on the Netcash platform. Imported batches may have the lock batch feature activated in the NetConnector settings, in which case they will already be locked

Note: If the lock batch button is not visible, this is due to permissions. Please contact your Account Manager or super user on your Netcash account to grant the necessary permissions

Groups

To help sort customers when the batch is set up, it is useful to place customers into different groups. E.g. Place customers in group 25 if their debit date is on the 25th of the month.

Navigate to Services > Debit Orders > Service profile > Groups.

The most common groups used are:

Processing date
Service type
Product Type
Frequency – weekly, monthly, annually
Division/region – KZN, Gauteng, etc

Creating groups

Click on the Add account group button.
Insert the name of your group and submit.
Your group will now appear in the Group list.

Once your group(s) have been created, you can assign customers to specific groups. This can be done on the master file under the Groups section. Click Edit and select the relevant group for the Customer.

Alternatively, grouping can be managed by clicking on Manage Account Groups. Select the required group in the first drop-down menu, and in the second drop-down menu, select Unallocated Accounts. Use the arrow buttons to move the relevant customers into the selected group, and then click Apply Changes to save.

Debit batches

Please note the following information before you create your debit order batch as per the instructions further below. There is no restriction on the number of Same days and Two-day batches which can be created for a specific action date. Sameday Debit Batches that are in an authorised status on the action date may no longer be unauthorised.

Debit order cut off times:

Two day Debit orders

A Two Day Debit is a standard debit order which can be processed on weekdays (from Monday to Friday), and public holidays are excluded.
The cut-off time for a 2-day batch is at 23h59 two full working days before the Action date.

Same day Debit orders

Same day Debit Orders can be processed on the same day the batch is authorised, from Monday to Saturday excluding public holidays.
The cut off time for a sameday batch 11h00 on the action date. Same day batches can also be run on a Saturday. Please note that the cut off for authorisation for a Saturday same day batch is 23h59 on Friday, not 11h00 am on Saturday.

Debit Order Batch Funds Release

Once a debit order batch has been processed, the funds received will be released on the following bases: (the automated release is dependent on the authorisor selecting the release funds option during the batch authorisation)

Two-day batch: The proceeds of the batch will be credited to your Netcash account and any available balance will be released after midday on the same day the batch is processed.

Same-day batch: The proceeds of the batch will be credited to your Netcash account and any available balance will be made available after midday on the first working day, following the action date. The term Same day batch does not mean that the funds will be paid on the same day the batch is processed.

Single transaction batches: Should a debit batch be processed that only contains a single transaction the full value of the batch will be held for 22 (twenty-two) working days. This is because of the risks associated with debit orders. While we can apportion risk on batches with several transactions, this is not possible where there is only one transaction. Either the whole transaction is successful, or it is not.

If you have exceeded your line or daily limit, please contact your Netcash Account Manager to arrange a limit increase. Batches that have exceeded limits cannot be authorised.

It is necessary for Netcash to manage risk. By default, when the debit order account is activated, the limits are set as follows:

Line limit – R1.00
Daily limit – R20 000

Should these limits be insufficient, contact your Account Support and discuss the limit requirements. Depending on the limit increase requested, it may be necessary to provide copies of mandates before an increase.

Tip: Should you be requesting a large increase to a line limit or to a daily limit, please do not leave it until the day that you want to authorise your batch. Account Support may request additional information, and there may be insufficient time to perform the necessary checks.

Authorised batches cannot be edited (therefore, unauthorise the batch first). Action dates and service types can be edited by clicking on the pencil in the batch list screen. If you do not see an authorise button, you do not have the necessary permissions. Please refer to your system’s Super User to provide the required permissions or contact your Netcash Account Manager

Authorisation column narratives:

Authorise – required to be authorised. Unauthorise – may be unauthorised.
Co-auth – requires additional authoriser/s.
Date expired – batch has passed cut-off and has not been authorised.
Transactions required – no transactions/customers have been added to the batch.

Creating debit order batches

Navigate to Services > Debit orders > Manage debit orders > Debit Batches.

Click on the Add debit batch button.
Select the debit type.

Select either a sameday or two day
Sameday: The cut off time for a sameday batch 11h00 on the action date. Same day batches can also be run on a Saturday. Please note that the cut off for authorisation for a Saturday same day batch is 23h59 on Friday, not 11h00 am on Saturday.
Two day: The cut-off time for a 2-day batch is at 23h59 two full working days before the Action date.

Select the Action date – this is the day that the customers bank account will be debited.
Click on Submit.

Select the customers that you would like to add to this batch.
Select individual customers and click on the Add selected to batch button, or,
Filter by group, select the group and click the selected to the batch button.
Click on the view batch button. A list of all your customers included in the batch will be displayed.
Click on the batch list button

If you are satisfied with the details of the debit batch that you have created, you are then ready and able to authorise your debit order batch at this point by clicking the blue Authorise button.

To view additional information on your batch, click on View batch detail report. Export in the required format.

The above batch detail report provides the following information:

Service Type
Value of the batch
The volume of the batch
Action Date
Creation date
Who authorised the batch
Authorisation date and time

Note: Final responsibility for the batch rests with the user who authorises the batch. Netcash accepts no responsibility for incorrect batch information, as it is assumed that all relevant information has been checked by the user once the batch has been authorised.

Authorising a Debit Order batch

Click on the authorise button

Batch details will be displayed, such as the fees, retentions and payment date
Batch warnings -A batch warning button displayed in pink indicates warnings in the batch. Batch warnings will display information in the batch, such as duplicate bank accounts and account details changed. You can choose to make corrections or proceed to authorise the batch without amendments.
Select “Email or SMS” notifications if you would like to notify your customers of the debits to be processed to their accounts.This is optional and does incur a fee.
Release funds to my bank account:

a) Yes: Netcash will pay the proceeds of the batch, less deductions, to your bank account when available.

b) No: Proceeds will be credited to your Netcash account only.

Accept the Terms and Conditions – the screen will then refresh and display an Authorise button.
Click on the Authorise button.
Your batch is now authorised, click Ok.
Your batch will now be displayed with an Unauthorise button in the Authorisation column – Batches can be unauthorised for further editing or deletion up until the cut-off time for that service (Two day or Same day service).

Note: It is also necessary that the option from the dropdown box next to Release Funds to My Account on the Authorisation screen be selected. Only if the yes option is selected will funds be automatically released; otherwise, it will be necessary to manually release the funds.

This will result in a delay in the transfer of the proceeds of the available balance.

Sub account batches

This screen allows you to see all your batches that have been created and that require authorisation. This includes debit batches that you have created on your main Netcash account and on your sub-accounts, if you have any sub-accounts.

This makes for easier authorisation and avoids the navigation between accounts to authorise batches in different sub-accounts.

Navigate to Services > Debit orders > Manage debit orders > Sub account batches.

If this menu is not visible, it is due to permissions. Please contact your Account Manager or Super User on the account to receive the necessary permissions.

Electronic mandates (E-mandates)

Our electronic mandate solution makes it easy to obtain your customers’ authorisation to debit their accounts in a way that is fully compliant, secure, and user‑friendly. It provides a modern alternative to traditional paper-based mandates, removing the need for printing, scanning, or physical storage.
With electronic mandates, customers can sign digitally, allowing you to collect approval quickly and conveniently while ensuring a smooth, trustworthy experience for both you and your customers.

Creating and sending and Electronic mandate (E-mandate)

Navigate to Debit orders > Manage debit orders > Electronic mandates.

2. Click on Add mandate, you may note that the process is very similar to creating a new Masterfile entry.

3. Insert Account Reference

4. Insert Account name.

5. Add the mandate amount (Debit amount)

6. Tick Active to activate the Masterfile.

7. Tick Add to masterfile to ensure a masterfile is created and updated for this customer once the mandate has been accepted by the customer. There is no need to create a masterfile for this customer, as this will be automated for you.

8. Click on Submit.

9. Insert Identification details – Insert the details of the individual who is to sign the mandate on behalf of the company/individual.

10. Bank account or Credit Card details can be inserted if you have them; alternatively, they can be inserted by your customer when authorising the mandate online.

11. Account grouping and Additional details are optional fields you may add to one of your client’s Debit Orders groups now or at a later stage

12. Click on the edit button if you would like to add any additional contact details for the customer. The customer can add their contact information when completing the electronic mandate.

13. Insert the following in the electronic mandate section

- Debit frequency (weekly, monthly ect)
- Commencement month. The month the first collection will be debited.
- Commencement Day: This allows your customer a choice of dates on which to debit the Bank account / Credit Card.
- The customer contract reference number. This refers to your original contract/agreement. Please include this contract reference.
- Authenticate as DebiCheck mandate: If your customer has chosen DebiCheck, the emandate will include the DebiCheck clauses and create an authentication in the Masterfile for the customer. Once the customer has accepted the electronic mandate.
- Select the DebiCheck template.

Note: a DebiCheck template must be created first before selecting a template. Navigate to Services > Debit Orders > service profiles > DebiCheck templates.

- Allow variable amounts if applicable.
- Request AVS: If selected, a bank account verification will be performed on the customer’s bank account. Please ensure the customer’s ID number has been inserted in the contact details menu. The results of the AVS can be viewed under the Risk Reports menu > reports. Please allow up to 48 hours for the report.
- Additional clauses: Specific clauses can be added to your mandate. The additional clause must be created first by selecting the additional clauses button on the main screen for electronic mandates. You may create multiple clauses and select the relevant clause to add to a specific electronic mandate.

14. Click on update and then submit mandate.

15. A preview of the mandate will then be displayed, click on Send mandate when you are ready to send the mandate to your customer. Netcash will forward an email and SMS requesting your customer to sign the mandate electronically.

Customer signing process

1. Your customer will receive an email and/or SMS requesting them to sign the mandate electronically, by clicking on a link to the signing pages.

2. The first step is to insert the OTP that is contained in the SMS/email, followed by clicking on the submit button.

Note: Your customer has the option to resend the OPT for this electronic mandate by clicking on the resend button.

3. Complete the Contact Information details and submit. (If this information has been added to the mandate prior the customer can confirm and submit.

4. Choose a Bank account or Credit Card, insert details and select the collection date on which debits are to commence and run thereafter. Click on Next. (If this information has been added to the mandate prior to the customer can confirm and submit.)

5. Review the mandate and note that additional clauses will appear at the bottom of the document.

6. The customer then has the choice to sign or decline the mandate.

7. Mandates are confirmed by inserting the OTP sent to the customer’s mobile number.

8. The completed mandate is thereafter available for download/email for your customer.

Electronic mandates Masterfile updates

All electronic mandates created will appear on the Electronic Mandates page.

Navigate to Services > Debit orders > Manage debit orders > Electronic mandates.

Only mandates that have been signed (Accepted status) will be automatically added to the Debit Order Masterfile on the electronic mandates screen.

Note: the add to Masterfile box must be ticked when creating the electronic mandate, alternatively, it can be updated to your Masterfile by selecting single or multiple mandates and clicking on the Update Masterfile button.

The Electronic mandates page will display the following:

All electronic mandates that have been created.
Account reference
Account name
ID validation
Bank account validation
AVS: The Tick box will be ticked if AVS was selected, and the reports can be viewed under Services> Risk Reports> Reports> AVS
Status:
- - Accepted: Customer has accepted and signed the electronic mandate.
  - Awaiting authorisation: Customer has not yet accepted and or completed the electronic mandate.
  - Awaiting signature: Customer has not yet signed the electronic mandate.
  - Capturing: Customer is still busy adding their information to the electronic mandate
  - Declined: Customer has declined the electronic mandate.
Select all: Mandates can be updated manually to the Masterfile by selecting the mandate. Updated status indicates the Masterfile has been updated in the tick box next to the applicable electronic mandate/s.

Electronic mandates can be resent to the customer. The updated mandate will replace the existing mandate.

Click on the pencil icon to edit the electronic mandate if you require changes to the mandate.
Edit as required.
Select the electronic mandate section and select Resend mandate.

Note: The electronic mandate does not need to be edited in order to resend the mandate to the customer.

Click on the Quick-Access Icon (paper icon) next to the relevant mandate to view and download the signed Electronic Mandate/s.The electronic mandate can also be viewed on the customer’s masterfile under the mandate section. It is saved in the masterfile for your convenience.

Additional clauses may be added to an Electronic mandate.

To create an additional clause, select the additional clauses button.
Select the Add clause button.
Insert a heading and description for the additional clause template.
Add your additional clause wording.
Select Submit.

Additional clause templates may be edited or deleted.

Card tokenisation

Netcash is a level 1 PCI DSS-compliant company. This means that we are not permitted to retain credit card account details, and this is done in order to prevent fraud. Once the card details have been entered, the credit card number will be masked (only the first and last 4 (four) digits are displayed, and the remainder are zero-filled).

A card token is generated and displayed below the card details. Tokens represent card details and can be used to submit transactions electronically to Netcash. Tokens will expire when the cards expire.

Navigate to Services > Debit orders > Manage debit orders > Card tokenisation.

Enter the card details in the form

1. Card number:
2. Expiry date
3. Initials and Surname as it appears on the card

Click on submit.
The card number will no longer display the card digits but will be replaced with 0’s and a token generated.

Resend payment request

The Payment request is part of the Pay Now functionality. It is an option whereby you can use this platform to request payment from your customers. This can be used for invoicing purposes or for debit orders that have returned unpaid, and you want to provide your customer with another payment method. A payment request may be linked to a subscription for recurring billing.

With the payment request, an email, SMS, and WhatsApp will be sent to your customer containing a link to the Netcash payment portal, where they can choose from several payment options

Navigate to Services > Debit orders > Manage debit orders > Resend payment request.

Payment requests can be resent to debit order customers – this is for customers who previously received a payment request after an unpaid debit order.

Select either a date range or a specific search to view previously sent payment requests.
Click Resend on the payment request you would like to resend.

Payment requests can be actioned in bulk to default to all your customers if the debit order returns unpaid or can be done manually on specific masterfiles.

Credit card refund

The credit card refund option allows you to request a refund, which will return the funds to your customer’s credit card. Examples, where refunds can be initiated, are double payments received, perhaps your customer cancelled their order or contract.

Credit card refunds can be requested within 6 months of the transaction date. If the credit card has expired, an EFT payment is an alternative.

Navigate to Services > Pay Now > Manage > Credit card refund

Select the date range during which the payment was made
Insert the amount to be refunded. It cannot exceed the initial amount and must consider previous partial refunds.
Click Request

Note: If there are insufficient funds in the Netcash account, the credit card refund will be rejected and may be requested again at a later date. A refund may take up to 7 days to be refunded to the cardholder’s account.

Returned Debit Order in Masterfile

Navigate to Services > Debit orders > Manage debit orders > Masterfile.

Select the Masterfile of the customer.
Select the transaction history menu for the customer.

The transaction history will list the transactions processed against this customer. Any unpaid transactions will be shown in red, together with the reason code and the debit order returned to date. The details of each transaction can be saved to a PDF document.