FAQs on automatic epayments, recurring credit card and ACH billing
Q: If the automatic charge from the epayment batch is successful, what happens?'
A: A payment is created and applied to the invoice. A success email is sent to the bill-to representative.
Q: What happens if the automatic 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 an automatic payment has failed and instructs them to login 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 automatic payment?
A: Not a problem. The invoice will remain open until either an automatic or manual payment is made. Once a payment has been made, the automatic charge every 24 hours will not be attempted.
Q: If a charge fails for an automatic epayment and does not successfully get processed within the 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 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 automatic fee assignment.
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 reassigned to the new payment profile in order to be successful the next time the epayment batch is run.
Q: If the member in an epayment batch has both an automatic and a manual epayment that will be included, 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 automatic 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 http://screencast.com/t/cnOabpNPHRV Also, clicking Download List on the batch displays an ePayment Info column that will indicate whether the charge is automatic or manual.
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 a 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 for bills. The cards (bank accounts) they save will display for staff when staff assign 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.
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 email@example.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: With Authorize.Net, do I need both Customer Information Manager (CIM) and eCheck.Net enabled?
A: You need both enabled if you want to automatic recurring charges to your member bank accounts (ACH). CIM is what allows you to collect and store the account information (credit card information by default) and eCheck.Net allows the collection and processing of the bank account information. If you simply want to do automatic recurring charges to member credit/debit cards, then eCheck.Net is not needed. You only need to enable CIM in that case. .
Q: What if I don’t use GrowthZone Payment Processing or Authorize.Net for my credit card processing company? Do you have any options that will assist me with these recurring charges?
A: Yes. If you select “manual epayment” on your member fee, an automatic invoice and payment will be created for these customers when you run the Monthly Renewals – epayments batch. You would setup your automatic recurring charges through your own financial institution or credit card company but use ChamberMaster / GrowthZone to create the accounting transaction.
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 CSC (CVV) code. Shouldn't that be pat of the saved profile?
A: No, due to PCI compliance requirements, both a CSC code and the card number cannot be saved together. You will need to enter the correct CSC code.