Emails and notices
Direct Debit invitation, confirmation, advance notice, and collection emails — when they send and what they say
RevKeen sends Direct Debit email from your branding where the template allows it, and with the approved support contacts and statement name on regulatory notices. Email is the compliance channel. SMS or WhatsApp, when enabled, are companion reminders — they do not replace advance notice.
Advance notice cannot be turned off
Advance notice and mandate-active confirmation are required. Do not suppress them in notification settings. Invitation reminders are optional follow-ups; the first invitation and the legal notices are not.
Which emails each starting point sends
| Starting point | Invitation | Instruction submitted | Mandate active | Advance notice | Collection outcome |
|---|---|---|---|---|---|
| Customer record | Yes | Yes | Yes | Only later, when a collection is scheduled | When that collection runs |
| Invoice | If you send a mandate without collecting | Yes, if setup happens on the invoice | Yes | Yes — combined when amount, date, and frequency are known | Yes |
| Checkout link | No separate invitation; setup is in-session | Yes, if setup happens in checkout | Yes | Yes | Yes |
| Embed | No | Yes | Yes | Only later, when a collection is scheduled | When that collection runs |
| Subscription missing a mandate | Yes, with subscription wording | Yes | Yes | Yes, before the renewal collection | Yes |
| Customer portal | No | Yes, on change of bank | Yes, on the replacement | Before the next collection | When that collection runs |
Copy below matches the RevKeen templates. {Merchant} is your business name. Amounts and dates are filled from the invoice, checkout, or schedule.
Setup emails
Collection emails
Combined versus separate first notice
Amount, date, and frequency must all be known at sign-up for a combined confirmation and first-collection notice. If any fact is missing, or later changes, send confirmation now and a separate advance notice before collection. See How Direct Debit works.
Merchant emails
These go to your team, not the customer.
| Preview | When | |
|---|---|---|
| Direct Debit mandate signed | A customer signed a Direct Debit mandate for {Merchant} | The customer completed setup |
| Mandate request delivery failed | Direct Debit mandate request delivery failed for {Merchant} | The invitation could not be delivered — check the email address and retry |
What never goes in email
- Full sort code and account number (notices use the approved masked form)
- The unique setup URL in analytics, support tickets, or chat
- Raw Bacs reason codes — use the explanation RevKeen shows