In release 1.1 we have significantly improved the way to manage Upload (CSV, ABA, SEPA) file management.  Previously when we detected that a collection was due we sent you an email and marked the invoice as paid (in anticipation).  However, if you forgot to download the file and upload it to your bank we didn’t chase you for it (as we now believed that it was paid) – and it could take you weeks to realise that there was a stale collection request.

So now we do not mark the invoice as paid until you have actually downloaded the file from us.  If you don’t respond to the email, we keep emailing you every day until you download the file (yes, we’re just like that nagging grandmother).  Of course, uploading the file is still your responsibility (that’s why we prefer the Direct approach so much better – but the banks do not allow this) – we can lead a horse to water, but we can’t make you drink!

If you are doing Direct Debits in NZ or AU using trading banks, you may want to consider using EziDebit or some of the other third-party services (we will have more coming online over the next few months) as these have direct connections that do not require any interaction from you to process the collection request.

The problem for low-cost SaaS solutions like ours is that phone-in support is incredibly expensive to maintain.  So we have decided that a Live Chat feature would be ideal.  We have chose the Pure Chat tool for it’s flexibility, multi-agent option and price.  Now you can reach a live agent from both the main website and from within the application itself.

Now, we’re not available 24×7, but we’ve kept the hours as wide as we can.  Sometimes we are away from the desk and forget to make ourselves unavailable – so please forgive us if it says where there but we are not.  But we’re looking forward to being able to interact with you more actively.