We are a small US business and recently had a deeply concerning experience with GoCardless. After connecting GoCardless to our invoicing system, our customer authorized an ACH direct debit mandate and GoCardless collected $6,500 from their bank account. GoCardless then closed our merchant account without warning or explanation — and never paid the funds out to us. Our customer’s money left their account. It never reached ours. GoCardless’s response was to close our support ticket and wish us well finding another payment processor. $6,500 collected from a legitimate business transaction — unaccounted for. We are a new small business for whom this is a significant amount. We are sharing this so other small businesses are aware of the risk before connecting GoCardless to their payment systems. Has anyone else experienced this? We are seriously considering leaving Xero because they choose to be a partner with this scam company! Not helping small business in any way.

Can't believe Xero partner with this scam of a company! Opened an account, had customer sign up and pay, then out of the blue they review and close the account without any explanation, and no communication as to what was the problem. They have taken my customers payment, and are now saying the customer has to contact their bank to get the funds back!! How this is even legal, and how a reputable company like Xero can work with them is beyond me! Stay away, I cannot stress this enough

We have been using GoCardless since 2017, the integration with Xero has been seamless, and we have only had minor problems a couple of times. Each time it has been dealt with swiftly, with polite and helpful customer service staff. GoCardless has taken the stress out of getting paid and our customers are also very happy with them.

Since setting up this App I've had very few issues. The one area I've identified for improvement is in the reconcilliation of the payouts. These get created and automatically reconciled in the receiving bank account, however you have to manually go into the transactions screen and select "mark as reconciled" for each payout in the Go Cardless bank account. Surely this can be fixed up and then I'd happily provide a 5 star review.

As many others have reported, when we applied, we made a mistake on the document verification (uploaded an older than 3 months document) and the account was closed. No opportunity to correct it, permanently can't use this company. It's such a strange policy.

Generally works very well. The one setback is that unlike transactions/invoices/fees are paid, when a payout is received, it appears on the Transactions Tab, but not on the Statement Tab. The transaction then has to be manually selected and the [More/Mark As Reconciled] button has to be clicked to force the transaction to the statement page.