GoCardless

Question asked by Sean Harrison 8 years ago

Hello,

I'm trying out ClearBooks and have two questions on GoCardless.

Firstly, the pre-authorisation email has Clearbooks branding all over it. It really isn't clear for the client who the email is from based on the body of the email. I can't find a template for this.

Secondly, if you select Go Cardless as the bank payment method, the email sent out includes blank payment details. Is there a way to remove this from the email too or replace it with a way to pay via GoCardless?

Is it normal for email support to take more than 24 hours to reply and the support phone line to be engaged/request leave a message or is this week particularly busy?

Thanks, Sean

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3 Replies

Hi Sean,

I see no worries.

GoCardless emails have been a bit of a source of problems for customers since it's integration a number of years ago now.

We have an integration project coming up soon (the main focus will be a new Stripe integration I believe), however, I will find out if there is any scope to include a few updates to GC too - I will keep you updated.

Best answer
8 years ago

Sorry Sean,

It has been quite a busy week, but your ticket should have been answered by now - did you get an automated reply with a ticket number? We can only stretch to two support agents on the phone at the moment, but we have a response time of less than two hours for tickets so I'm surprised this hasn't been picked up. If you let me know the ticket number I can investigate further.

We don't currently have a GoCardless email template that can be edited - it is something that has been requested before but has not been given a high enough priority just yet. I can keep you updated with any future developments, though.

The payment details on the email come from the Details template

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however, these should only populate if there are details added for the bank account on the Money>Bank accounts menu:

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Usually, GoCardless accounts won't have any bank details - If you edit the invoice itself is the payment account showing GoCardless?

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8 years ago

Hi John,

Thanks for getting back to me. I never received a ticket ID but remember seeing "Ticket created". Maybe I didn't click confirm or something?

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It's not a big deal to edit out that bottom bit when you click "email" after generating the invoice but just seemed strange that there isn't a way to replace that with a link to pay via GoCardless.

The email template for GoCardless would be hugely benefical as at the moment clients could think that the email is a phising attempt. I have purposefully give them a heads up first to expect it.

8 years ago

Hi Sean,

I see no worries.

GoCardless emails have been a bit of a source of problems for customers since it's integration a number of years ago now.

We have an integration project coming up soon (the main focus will be a new Stripe integration I believe), however, I will find out if there is any scope to include a few updates to GC too - I will keep you updated.

Best answer
8 years ago

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