Q: If the charge from the epayment batch is successful, what happens?'
A: A payment is created and applied to the invoice. An email receipt is sent to the bill-to representative.
Q: What happens if the charge from the epayment batch fails for some reason?
A: An attempt will be made to charge the account again every 24 hours for five days. An email is also sent to both the bill-to representative and the staff person identified under Setup > Billing Options and Settings > Credit Cards as the one to receive an automatic email notification.
Q: What does the failure notification email say?
A: The email indicates that a payment has failed and instructs them to log in and update their account information.
Q: What happens if the invoice created from the epayment batch is paid manually in another way while waiting for a successful payment?
A: Not a problem. The invoice will remain open until a payment is made. Once a payment has been made, there will no longer be a need to continue attempting.
Q: If a charge fails for an epayment and does not successfully get processed within 5 days. What do you suggest next?
A: If you are not able to successfully secure updated account information from the member, you can send invoices for those transactions that failed. One place to do that is under Billing ➝ Reports. Click Invoice Summary. Filter by: Invoice date = date range that includes your most recent epayment batch; Invoice Status = Open Invoices; Specific Batch = your most recent epayment batch. Click Refresh Report. This will be the list of those epayments that do not have a payment applied. Click Resend Invoices and follow the steps to email or print out the invoices for these customers. Hopefully, you can get updated account information from them prior to the next billing. If not, you may wish to remove their payment profile.
Q: What if the payment profile is deleted instead of edited when an auto-charge failure has occurred?
A: If the member or your staff deletes a payment profile that was originally assigned to a recurring fee item, the fee item will need to be reassigned to the new payment profile in order to be successful the next time the epayment batch is run.
Q: If a member in an epayment batch has a payment profile set up for one fee item and a different payment profile for another fee item, will that create one invoice or two?
A: A separate invoice will be created for each payment profile and a separate invoice for manual epayments.
Q: If I am currently running both manual and epayment transactions in the same monthly epayment batch, how can I tell the difference between these transactions?
A: Visually on the batch you will see that automatic epayments display a green message.
Q: Can I assign a fee item with a frequency of One-Time to the epayment profiles?
A: No. Fees charged to epayment profiles may only be assigned a frequency that is recurring frequency such as Annual, Semi-annually, Quarterly, or Monthly,
Q: Why are there epayment profiles already listed for a representative when I haven’t set up any recurring charges yet?
A: Representatives in the Member Information Center have an option to “Save card securely…”. When they checkout or pay bills. The cards (bank accounts) they save will display for staff when staff assigns fees for recurring billing.
Q: Why aren’t the saved cards and bank accounts for a representative and members available when I click “Capture Payment” when making a payment on an outstanding invoice under Members- >Account tab or other locations where payment is accepted by staff?
A: Cards and bank account information in this area are stored separately from the rep and member profiles. The information at this location is separate from the information available when assigning recurring fees.
Q: Can a member login using a “member login” to the Member Information Center and pay/save a card or bank account?
A: Yes, members may use a “member login” and successfully pay with a stored card or bank account. The cards/bank accounts that are saved by “member logins” are displayed for staff to use when assigning recurring fees but are not available for staff to use when receiving payment using the “Capture Payment” button. Cards/bank accounts that are stored when using the "Capture Payment" button are maintained in a separate list of cards/accounts entered by staff and do not come from what the member or representative enters in the Member Information Center.
NOTE: The member must know and enter the CSV code for the card being used.
Q: Can I edit the Payment Profile that is associated with a member card/account or shown when using the "Capture Payment" button?
A: No. At this time stored cards and accounts associated with the member or when storing a card using the "Capture Payment" button are not stored with a particular representative and are not able to be edited or deleted at this time. Contact support@growthzone.com and let them know which profiles should be deleted and they can remove them for you.
Q: With GrowthZone Payment Processing do I need to enable anything additional in order for my member to securely store and use credit cards or bank accounts?
A: No. GrowthZone Payment Processing includes this additional feature at no extra charge. Storing bank accounts, however, is only available to US customers.
Q: When I'm using a saved card that is stored on my member or rep to make a purchase or pay a bill, it is requiring that I enter a CSV (CVV) code. Shouldn't that be part of the saved profile?
A: No, due to PCI compliance requirements, both a CSV code and the card number cannot be saved together. You will need to enter the correct CSV code when you perform the payment transaction.