Having a SEPA mandate signed
Ask a customer to sign a SEPA mandate, remotely by email or at reception on the tablet.
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With a SEPA mandate, a customer gives permission to collect invoices automatically from their bank account. The customer signs the mandate in Tillor itself. Tillor stores the signed document with the customer, and after that you can have invoices collected. That is covered in Collecting an invoice.
Before you start:
- Mandates must be enabled for your organisation. If they are not, the Create Mandate button says you need to contact the administrator.
- The customer needs an email address.
- A customer can only have one open request at a time.
Request a mandate
Open the customer
Go to CustomerscustomerInvoicing. At the bottom is the Mandates card with all the customer's mandates and requests.
Click Create Mandate
A menu opens with one or two choices. Choose how the customer signs.
Choose Send mandate invitation. The customer receives an email with a link to the signing page, and Tillor shows Mandate sent for signature to the customer's email address.
The link works for 14 days, up to and including the last day. The customer does not have to enter an IBAN. They choose for themselves how to confirm the mandate.
What does the customer do?
The customer goes through a number of screens. On the tablet these are the same screens, with a few differences listed below.
View the mandate
The Sign your SEPA mandate for your organisation page shows who the creditor is, for whom they collect and what kind of payment it is. The customer taps Sign mandate.
Accept the text
The customer reads the summary or, via Read the full mandate text, the whole text, and ticks that they agree.
Below that is a second checkbox to also use the mandate for utility bills (water, electricity, gas). That checkbox is ticked by default. See Collecting an invoice.
Sign
The customer signs with a finger or mouse.
Choose the confirmation
Under How would you like to authorise? the customer chooses between two ways to confirm.
- A small first payment with their own bank or card, for example through iDEAL, Bancontact, credit card or Apple Pay. The amount is between 0 and 1 euro, depending on the method. This way the bank confirms that the account is the customer's, and the customer does not have to type in an IBAN. Tillor deducts the amount from the next invoice.
- Bank account (SEPA): the customer enters their IBAN, confirms that the account is theirs and enters a six-digit code. That code arrives by text message on the customer's phone number, or by email if no number is known.
On the tablet the IBAN route works the same way: the code goes by text message to the customer's phone. If the customer chooses the first payment, the tablet shows a QR code that the customer scans with their phone to pay.
What happens next?
- The mandate appears in the list with the status Signed, activating, or Awaiting first payment if the customer chose the small payment.
- As soon as the mandate is valid at the payment partner, the status becomes Active. The customer receives a copy of the signed mandate by email.
- Tillor stores the signed document with the customer's documents. You open it through the menu on the mandate with Open signed mandate. The document is sealed and carries a timestamp, so a later change in a PDF reader is visible. See Seal and timestamp.
- If the customer's window was closed before the first payment was complete, the request stays open. The customer can try again through the same link or switch to their IBAN.
Statuses
| Status | Meaning |
|---|---|
| Awaiting signature | The customer has not signed yet |
| Signed, activating | Signed with IBAN, Tillor is creating the mandate |
| Awaiting first payment | Signed, the small payment still has to succeed |
| Active | You can use the mandate for direct debit |
| Activation failed | The payment partner refused the mandate. Tillor tries again later |
| Link expired | The customer did not sign within 14 days |
| Canceled | You canceled the request |
| Revoked | The active mandate has been revoked |
Mandates that were set up outside Tillor show the statuses Pending, Active, Inactive and Canceled. You can only use an active mandate for direct debit.
Reminders before signing
Tillor sends the customer reminders by email on its own while the request is open: when 7 days remain, two days before it expires and on the last day. Every reminder contains a fresh signing link.
Do you want to give the customer a nudge yourself? In the menu on the request, choose Send reminder. The end date then stays the same. If the link has expired, or you want to give another 14 days, choose Resend signing link. You can read more about these actions in Revoking or resending a mandate.
Do you want an automation to react when a request expires? For that there is the trigger Mandate request expired, see Automations.