Dunning block reasons
attention
The length of the dunning block is clearly defined and depends on the triggering reason.
| Dunning block reason | Duration | Definition | Requirements for merchant |
|---|---|---|---|
| Fraud Suspicion | 3 weeks | The customer reports a case of fraud. | Forwarding of the fraud report and the documents (invoice and proof of delivery, if necessary notification of the customer) to Ratepay. The dunning block only temporarily suspends the dunning process, but a separate fraud report must be received by Ratepay for further processing! |
| Debtor - Complaint | 3 weeks | If, due to a complaint, touch up or exchange has to take place, the payment term can thus be extended. | Complaint processing. Attention! Please note that the dunning block is not automatically extended! |
| Deferral of payment as a gesture of goodwill | 2 weeks | Goodwill decision to avoid escalation | Reasons can be e.g.: client announces the referral, client's hospitalisation... |
| Investigation request | 6 weeks | A return shipment or a delivery has been lost and an investigation had to be commissioned for clarification. | A tracking has been triggered for a delivery or return and it has not yet been completed. |
| Return | 3 weeks | A return credit note will follow so that no more payment is expected or the invoice amount remaining after a partial return is fixed. | Returns processing. Attention! Please note that the dunning block is not automatically extended! |
| Forwarding payment - Merchant | 2 weeks | If the customer has not transferred the claim to Ratepay. | The customer has transferred the payment for a Ratepay order directly to you as a shop. The forwarding to Ratepay or the repayment to the customer has been arranged. |