Direct Debit is a payment method on Ordermentum that allows Venues to pay Suppliers by authorising Ordermentum to debit funds directly from their nominated bank account. Unlike card payments, where authorisation happens at the point of each transaction, Direct Debit uses a one-time authorisation form that covers all future payments for as long as the account is active on Ordermentum.
This guide covers how Direct Debit works on Ordermentum, what the Direct Debit Authorisation (DDR) form is, payment processing timelines, and how disputes are handled.
Table of Contents
How Direct Debit Payments Work (1 min)
How Ordermentum Supports You (1 min)
The Direct Debit Authorisation (DDR) Form
When a Venue adds a Direct Debit to their Ordermentum account, they are required to complete a Direct Debit Authorisation (DDR) form. This form is the Venue's signed permission for Ordermentum to debit their nominated bank account based on the Supplier terms they have agreed to and enabled.
Key things to know about the DDR:
It is completed once when the Venue first sets up Direct Debit on their account.
It remains in force for as long as the Direct Debit account is added to Ordermentum — there is no expiry date.
It covers all future debits made against the Venue's account in line with the Supplier terms they have agreed to.
Ordermentum stores the DDR securely in our database, making it available as evidence in the event of a dispute.
💡 The DDR is the authorisation record that underpins every Direct Debit transaction on Ordermentum. It is the most important document in the event of a dispute.
How Direct Debit Payments Work
Once a Venue has set up Direct Debit on their account, payments are processed automatically when orders are placed:
The Venue places an order with a Supplier through Ordermentum.
Ordermentum initiates a debit from the Venue's nominated bank account.
The payment is processed and typically takes 3–5 business days to move to a processed status in the Venue's account.
Once processed, the funds are transferred to the Supplier.
⏱ Processing times may vary depending on the Venue's bank. If a payment appears delayed beyond 5 business days, contact Ordermentum support.
Direct Debit Disputes — No Authority Claims
A No Authority claim occurs when the holder of the bank account disputes a Direct Debit, claiming they did not authorise Ordermentum to debit their account. This is the most common type of Direct Debit dispute.
Response Window
The time available to respond to a Direct Debit dispute is very short — you have 2–3 business days from the time of notification before the chargeback is processed. Acting immediately upon receiving a dispute notice is essential.
How Disputes Are Resolved
Because the DDR form is the authorisation record for all Direct Debit transactions, it is the primary evidence used to defend against a No Authority claim. Ordermentum holds this form and will submit it to the bank on your behalf.
As the Supplier, you can support the dispute defence by providing:
Order confirmation and invoice records showing the order was placed and fulfilled through Ordermentum.
Proof of delivery or fulfilment — tracking confirmation, signed delivery receipt, or service completion records.
Any communication with the Venue confirming the order was placed and received.
⚠️ Even if a No Authority claim is raised, the DDR signed by the Venue at the time of setting up Direct Debit confirms their consent to be debited. Ordermentum will use this as the foundation of the dispute response.
How Ordermentum Supports You
When a Direct Debit dispute is raised, Ordermentum manages the response process on your behalf:
Immediate notification: We contact you as soon as we receive a dispute notice, by email and phone, to discuss your options and gather any supporting information.
DDR submission: Ordermentum retrieves the signed DDR from our database and submits it to the bank as evidence of authorisation.
Bank communications: We handle all communications with the bank and payment processors throughout the dispute process.
Outcome notification: We inform you of the outcome once the bank has made a decision.
If a dispute is found against you, refer to our Managing Chargebacks guide for information on what happens next, including loss recovery.