Financials Help – LoveAdmin

Step 1: Hover over the ‘View reports’ icon and choose from ‘Transaction report for activity period’ - which will show you a report for a select period in time you decide or ‘Transaction report for accounting period’- which will show you transaction reports based upon your set accounting period.

Step 2: To view only refunded amounts within the report you need to filter your view by transaction type by clicking ‘Select’ next to ‘Filter by:’.

Step 3: From here, untick ‘Credit’ and ‘Chargebacks’ leaving only ‘Refunds’ ticked and click ‘OK’. This will then filter the report to show you only refunded amounts.

Once you have followed these instructions you will have successfully viewed refunded amounts in reports.

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How Do I View Transaction Reports?

In some circumstances, you may wish to view transaction reports on the system - to find out how to do this, follow the steps below:

Step 2: Within the report you can change the date range you are viewing (as long as it is within your accounting period) at the top by changing the date in ‘From:’ and ‘To:’ and clicking ‘Search’. You will also be able to view a transaction based on a transaction ID by filling in the ‘Search transaction ID’ field and clicking ‘Search’. Additionally, you can filter your view on payment or transaction type by clicking ‘Select’ next to ‘Filter by:’.

Once you have followed these instructions you will have successfully viewed your transaction reports.

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How Do I View Upcoming Payments?

In some circumstances, you may wish to see upcoming payments for requests that are being sent in the future - to find out how to do this, follow the steps below:

Upcoming Payments

Please note, upcoming payments will only show you payments which are scheduled to be collected in the future.

Step 1: Here you will see a list of upcoming payments with a view of a month ahead. You can amend the date range by entering new dates within the ‘From:’ and ‘To:’ fields and clicking ‘Next’.

Step 2: If you have a long list of upcoming payments you can go to the next page by clicking the arrows at the bottom of the list or by entering the page number you wish to view in the box next to ‘View’.

Once you have followed these instructions you will have successfully viewed your upcoming payments.

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How Do I View How Much I Have Paid in Fees?

In some circumstances, you may wish to view a breakdown of your transactions and see what you have paid in fees - to find out how to do this, follow the steps below:

Step 1: Hover over the ‘View reports’ icon and choose from either ‘Transaction report for activity period’ - which will show you a report for a select period in time you decide or ‘Transaction report for accounting period’- which will show you transaction reports based upon your set accounting period.

Step 2: Within the report you will be able to see eleven different columns, these columns are:

Date
Time
Gross Amount
Gross Transaction Fee
Net Amount
VAT in Transaction Fee
Net Transaction Fee
Payment Method
Payout ID
Transaction ID
Type

Step 3: Within the report, you can change the date range you are viewing (as long as it is within your accounting period) at the top by changing the date in ‘From:’ and ‘To:’ and clicking ‘Search’. You will also be able to view a transaction based on a transaction ID by filling in the ‘Search transaction ID’ field and clicking ‘Search’. As well as being able to filter your view by payment or transaction type by clicking ‘Select’ next to ‘Filter by:’

Once you have followed these instructions you will have successfully viewed the fees you have paid.

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How Do I View How Much Money Has Been Paid?

This help guide sets out the steps you need to follow to view the financial summaries for your accounting period to-date and take snap-shot information for an activity period within your accounting period.

It also provides information regarding how the figures displayed in the financial summaries are calculated.

You can view the following summaries:

Forecasted income for accounting period
Paid amounts
Pending amounts
Outstanding amounts
Amounts paid in activity period

Figures and text that are underlined or that are in blue are hyperlinked to the underlying ‘Detailed Payment Reports’ (i.e. payment reports at the individual contact level).

Step 1: The window that opens will provide you with the following summaries:

Section 1 – Activity Period

In this section, the system calculates the summary totals based on the payments requested within an activity period that you define. To set the activity period, enter the ‘from’ and ‘to’ dates in the relevant fields and click ‘Search’.

Please note - the activity dates selected need to fall within the dates of your ‘Accounting period’. Please update your ‘Accounting period’ dates first if necessary (See below).

The summary figures cover the following:

Total paid (cleared funds) for activity period: This figure is made up of payments received for all payments requested within the activity date range set, that have been paid out.

Payments initiated (but funds yet to clear) for activity period: This totals the payments requested that are still processing

Section 2 – Accounting period

The calculations in this section are based on payments requested within the accounting period that is set under 'Settings > Account’.

The following summaries are displayed in this section:

Forecasted income for accounting period (not hyperlinked)
Total paid for accounting period to-date
Outstanding for accounting period to-date
Failed transactions

Payment Summary Table: Displays the summaries for each payment requested within the accounting period. The payment status of payments requested is summarised in separate columns as follows:

Forecasted income
Paid to-date
Pending
Outstanding
Paid in activity period

Through the Payment Summary table, you can access detailed payment reports:

Across all payment requests issued – by clicking on any of the figures in red, amber, or green for the totals displayed in the ‘activity period’ section or in the ‘accounting period’ section respectively.
By individual payment requests - by clicking on the figures shown in blue in the Payment Summary Table columns. These figures are hyperlinked to the underlying Detailed Payment Reports (i.e. payment reports at the contact level).
By ticking the check boxes alongside the payment request descriptions in the table and selecting which type of report you want to see, the options for which, are shown by hovering over 'View reports' in the tool bar.

Explanations of terminology:

Forecasted income for accounting period

The forecasted income for the accounting period is calculated as follows: Total amount paid + Total amount pending (applicable for Direct Debit payments) + Total amount outstanding (i.e. requested but not yet paid) + Upcoming payment requests to be issued within the accounting period (i.e. scheduled payment requests like renewals and instalments).

Paid amounts

Figures for paid amounts are the amounts that have been paid out, to your account. If you are accepting payment by Direct Debit, only when the funds clear will the amount be included in the ‘paid’ amount.

Pending amounts

Please be aware that until the funds have been paid out to your account, the payments will show as ‘Pending’, even if the payment has been debited from the payee’s account. Payment requests issued to contacts who have pre-authorised payments set up on their account will automatically go straight to ‘pending’ as their payments will initiate as soon as the payment request is due. They will not see any payment requests in their baskets ‘To Pay’. The payment request will show in their online account under the ‘Paid’ tab with a ‘pending’ status.

Outstanding amounts

This figure is calculated from the total of all outstanding payment requests for the accounting period but not paid.

Amounts paid in activity period

This figure is made up of all payments received within the activity date range set.

Failed Transactions

This figure is the count of payments that have failed. Clicking on the hyperlinked number will give you the list of each payment.

The failed payment will be shown as a red 0.00 in the ‘Paid’ column. Clicking on the 0.00 will display a pop-up with the detail of the failed payment.

The failed payment will also show in the payment table on your contact’s payment history, which is at the bottom of their record. Clicking on 'Details' alongside the failed payment will display the reason for the failure.

Any failed payments that are ‘Acknowledged’ will be removed from the count of failed payments.

Payment collection can fail for a variety reasons, including: insufficient funds, pre-approval expired, not linking the correct funding source to a PayPal account, expired debit/credit card etc.

When a payment fails, an email alert is sent to the contact giving them instructions of what they need to do. Administrators with full access rights are cc’d into this alert.

The reasons for failure are passed straight through from our payment partners, PayPal and GoCardless and can sometimes be a little cryptic!

Other options in the Payment Summary Report include:

View Reports

There are several different reports (with self-explanatory descriptions) that can be accessed via this option. Most of which require you to first select at least one payment request using the check boxes in the payment report summary table.

Of note is the ‘Transaction Report’. This details all online payments received so you can cross reference the data shown in LoveAdmin with your GoCardless and / or PayPal account. It also helps you keep track of the costs of online transactions, helpful for accounting purposes.

Export Report
This option will export the information in the Payment Summary Report click here for more information on exporting financial reports.

Print Report
This option will print the information in the Payment Summary Report.

Archive

Archive payment request(s) - This option allows you to select and archive payment requests.
View archived payment requests - This option allows you to see which payment requests have been archived.
Restore archived payment requests - This option allows you to restore any archived payment requests.

Once you have followed the above steps you will have successfully viewed how much money has been paid to your organisation.

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Editing Financial Information

How Do I Change My Accounting Period?

This help guide sets out the steps you need to follow to update your accounting period. By default, the system sets the accounting period to run for one year from the day the LoveAdmin account was created.

You can change which records are included in your financial reports by updating the ‘From’ and ‘To’ dates.

Step 1: Select ‘Settings’.

Step 2: Scroll down to the ‘Financials’ section and update the ‘From’ and ‘To’ fields alongside ‘Accounting period’ as required.

Step 3: Don’t forget to click the ‘Save’ icon that is at the top right of the page for the changes to take effect

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How Do I Change the Amount Owed on an Upcoming Payment Request?

In some circumstances, you may wish to change the amount owed within a payment request which is being sent out to your contacts - to find out how to do this, follow the steps below:

Step 1: Tick the box alongside the category/class name you wish to change the amount owed for and click ‘Next’.

Step 2: You will see a list of all contacts you have requested a payment request to be sent out for. If you wish to only amend one contact’s amount owed you can manually change the amount by clicking in the ‘Amount’ field alongside the contact name, enter the new amount owed and then click ‘Save and Finish’.

Step 3: If you wish to change the amount owed en masse, select all names (using the tick box next to the ‘Names’ column) and hover over ‘Actions’ then click ‘Change amount to be requested’.

Step 4: Enter the new amount owed and click ‘Apply’. You will see the amount change behind the pop-up box. Then close the pop-up box.

Step 5: Scroll through your requests and make sure you are happy for these requests to be sent, when you are happy with the requests click ‘Save and Finish’.

Once you have followed these instructions you will have successfully changed the amount owed on your payment requests.

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How Do I Change the Date of a Payment Request?

In some circumstances, you may wish to change the date when a payment request is sent out to your contacts - to find out how to do this, follow the steps below:

Please note - you cannot change the date of an instalment payment once the first payment request has been sent. You can change the date on a monthly recurring payment. You cannot backdate a payment request or change the date of a request once it is ‘Outstanding’.

Step 1: Hover over ‘Financials’ and click on ‘Upcoming payments’.

Step 2: Tick the box alongside the category/class name you wish to change the request date for and click ‘Next’.

Step 3: You will see a list of all contacts you have requested a payment request to be sent out for. If you wish to only amend one contact’s request date you can manually change the date by clicking in the ‘Request date’ field alongside the contact name, enter the new request date and then click ‘Save and Finish’.

Step 4: If you wish to change the request date en masse, select all names (using the tick box next to the ‘Names’ column) and hover over ‘Actions’ then click ‘Apply payment request date’.

Step 5: Enter the new date you want the requests to be sent out for and click ‘Apply’. You will see the date change behind the pop-up box. Then close the pop-up box.

Step 6: Scroll through your requests and make sure you are happy for these requests to be sent, when you are happy with the requests click ‘Save and Finish’.

Once you have followed these instructions you will have successfully changed the date of your payment requests.

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How Do I Delete an Outstanding Payment Request?

Payment reports

In some circumstances, you may wish to delete an outstanding payment request for one or many of your contacts - to find out how to do this, follow the steps below:

Payment reports

Step 1: Click the red numeric value next to ‘Outstanding for accounting period to-date:’

Step 2: Click the tick box alongside the contact you wish to delete the payment request for, or if you wish to delete all outstanding payment requests, click the tick box alongside ‘Name’ to select all contacts.

Step 3: Once you have selected the contacts you wish to delete the outstanding payment request for, hover over ‘Actions’ and click ‘Delete payment request(s)’.

Step 4: A pop-up box will appear asking ‘Remove payment request(s)’, if you are happy to remove the request(s) click ‘OK’.

Step 5: Your screen will update with the payment request(s) removed.

Once you follow these instructions you will have successfully deleted your outstanding payment request(s).

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How Do I Edit the Email that is Sent with the Payment Request?

In some circumstances, you may wish to change the email which is sent alongside your payment requests - to find out how to do this, follow the steps below:

Please note - you can change the template for the subscription group you are requesting payment for and per individual contact. This article will cover both scenarios.

Changing the Payment Request Email for a Subscription Group

Step 1: To edit the payment request email, select the type of subscription group the request is for e.g. ‘Membership categories’ or ‘Classes’.

Step 2: Alongside the subscription group you are requesting payment for, click ‘Edit’.

Step 3: Scroll down to the bottom of the settings to locate ‘Email Templates’. Click ‘Edit’ alongside ‘Payment Request Email Template’.

Step 4: Edit your template to your preference, when complete click ‘Save Template’ then ‘Save and Finish’.

Changing the Payment Request Email for an Individual Contact

Step 1: To edit the payment request email for an individual contact Select the group the contact is in and click ‘Next’.

Step 2: Alongside the contact you are requesting payment for click ‘Edit’ underneath the ‘Email’ column.

Step 3: Edit your template to your preference, when complete click ‘Save Template’ then ‘Save’. This will only change the email for that specific contact.

Please note - if you only wish to send the request out for the contact you have edited the email for, you must ensure the date field for all other contacts is blank before clicking ‘Save and finish’ in ‘Payment requests to be scheduled’.

Once you follow these instructions you will have successfully changed the payment request email.

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Financial Miscellaneous

How Do I Print a Financial Report?

In some circumstances, you may wish to print your payment reports, so you can view them offline - to find out how to do this, follow the steps below:

Step 1: You can print a report of the details you see on the page displayed by clicking on the ‘Print’ icon near the top of the page. This will open a new tab in your browser with a preview of your report. Click ‘Print’ in the top left-hand corner of the page.

Step 2: In some instances, you may be viewing a more detailed report for example ‘Paid-to-date’ and there is no ‘Print’ icon. If this is the case to print the report you need to hover over the ‘Actions’ icon and select ‘Print’. Again, this will open a new tab in your browser with a preview of your report. Click ‘Print’ in the top left hand corner of the page.

Once you follow these instructions you will have successfully printed a report.

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How Do I Archive Payments?

In some circumstances, you may wish to Archive certain payments on the system - to find out how to do this, follow the steps below:

Step 1: You can archive payments for individual contacts or for a group of payments. To archive a group of payments, tick the groups you wish to archive from the list located under ‘Payment requests’ then hover over the ‘Archive icon’ and click ‘Archive payment request(s)’.

Step 2: You can archive a payment by individual contacts or select multiple contacts within a group. To do this you can either tick the figures next to the group name, under ‘Paid-to-date’, ‘Pending’ or ‘Outstanding’ or you can click on the figure beside ‘Total paid for accounting period to-date’ or ‘Outstanding for accounting period to-date’ or you can click ‘View all paid, pending and overdue payments to-date’.

Step 3: Once you have located the payment you wish to archive, tick the box next to the contact(s) name (you can select multiple payments at once).

Step 4: Hover over ‘Actions’ and click ‘Archive payment request(s)’.

Once you follow these instructions you will have successfully archived your payment(s).

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How Do I Chase Non-Payers?

Payment Reports

From the ‘Financials’ side of the system, you are able to view all those contacts with outstanding payments and send them a payment reminder email.

This help guide sets out in two sections the steps you need to do this:

The first section covers preparing and saving your ‘Payment reminder’ email template.
The second section covers identifying those contacts with outstanding payments and sending them a payment reminder email.

Section 1 - Preparing the ‘Payment reminder’ email template:

Step 1: Log into your account. Hover over ‘Email’ and select ‘Email templates’.

Step 2: Click on ‘Edit’ alongside the ‘Payment reminder’ email template:

Step 3: Draft your payment reminder email. The generic text that is in the system should you wish to use it is as follows:

“Dear [First name]

This is a reminder that payment for [Payment description] is now due. The amount payable is [Amount due].

Click here to login and pay: [link to member login] and enter your username which is [username].

If you are logging in to the account for the first time, you will need to create a password. Follow the on-screen instructions to do that.

If you have logged in to your online account before but have forgotten your password, click on the ‘Forgot password’ link and follow the on-screen instructions.

Please note, payments will appear on your Credit Card / Bank statement as Pay Here Ltd. This is the legal entity in which LoveAdmin trades under.

Kind Regards

[Organisation name]”

Step 4: Click ‘Save Template’ at the bottom of the window when you are happy with your changes. This template will now be available when sending payment reminders from the ‘Financials’ part of the system.

Section 2 – Identifying and emailing contacts with outstanding payments:

Step 1: Either:

click on the relevant hyperlinked outstanding amount, or
click on the red ‘Outstanding for Accounting Period to-date:’, or
choose the relevant payment descriptions you wish to send a reminder for using the check boxes, hover over the ‘View reports’ icon and select ‘outstanding for accounting period’.

This will load the list of individual outstanding payment requests for the report you have selected.

You can double check the date that the payment request was sent by hovering over the payment request description.

You can also sort the records by any column by clicking on the column header.

Step 2: Using the check boxes alongside the contact name, select those records you wish to send a payment reminder email to. You can select all records by selecting the check box in the column header.

Step 3: Hover over the ‘Actions’ icon and select ‘Send email’.

The system will automatically load the ‘Payment reminder’ email template. You will be able to edit

Step 4: Press ‘Send’.

The system will update the ‘Reminder sent’ column with the date that you send the last reminder.

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How Do I Export Out Financial Information?

In some circumstances, you may wish to export your payment reports, so you can view them offline - to find out how to do this, follow the steps below:

Step 1: Go to the report you wish to export. Payment information can be exported from the Payment Summary Report (that is the report that gives headline number for each payment request sent), the Detailed Payment Report (that is the report that shows individual contacts) and the Transaction Report (that is the report which breaks down your fees).

Exporting the Payment Summary Report
Click on 'Export report' from the tool bar. The system will export combined numbers for each payment request for the accounting period.
Exporting information from the Detailed Payment Report

By clicking on the hyper-linked numbers in the Payment Summary Report, you will be taken to the Detailed Payment Report that gives payment information for contacts.

In the tool bar of the Detailed Payment Report is the 'Export' option. The system will give you the option to export 'Screen data', that is the information you see in the table of members or export Detailed Data which is customisable information which you choose.

Exporting the Transaction Report
Go to View Reports > Transaction report for activity period OR Transaction report for accounting period (select based on your preference) and click on 'Export report' on the tool bar. The system will export screen information for each payment for the period selected.

Once you follow these instructions you will have successfully printed a report.

Exporting Detailed Data

The default payment fields that appear in the export are determined on whether you are exporting a paid report, outstanding report or a combination of paid, pending and outstanding. Information on the payment fields are below.

The benefit of using the detailed data export is you can combine contact information alongside payment information.

To add fields to the export, just select them from the left-hand side of the page. You can determine the order you want the fields to appear in the export by dragging and dropping them into position. To move multiple fields at the same time, hold down the control button and click on the fields.

Exporting Group Names

To include group names (group names includes Membership Categories, Courses, Classes, Optional Extras, Supporters Clubs etc.) in your export file, select 'Group names' from the list of system fields that appear at the bottom of the Export Detailed Data page. This will add the Group Name field to the right-hand side pane with an 'Edit' link. Click on the 'Edit' link and you will see the following options:

Display selected group names in one column in the exported file
When exporting to a spreadsheet, this concatenates all group names in to one cell, under the column heading ‘Group names’.
Display selected group names in separate columns
When exporting to a spreadsheet, this splits out all group names in to different cells. Each group name will have its own column. This makes it possible to filter data for specific groups in the exported file.
Display contact data for selected groups in separate rows
Contacts can be associated to multiple groups and the data fields in each group can be different. So rather than a consolidated view of all data for all groups in one row, you can now split out each group’s data in to their own rows. When you select this option in conjunction with exporting the membership expiry date, the membership expiry date will appear in its own column, allowing you to easily filter on the date.

For all three options above, once you have selected the group names to export, you can determine the order in which the group name appears in the export by moving them into your preferred order on the right-hand-side pane of the Edit Group Names pop-up.

Information on system fields

You can select each of the fields below to be included in your export:

Payment description - This is the name of your Membership Categories, Courses, Classes, Optional Extras, Fundraising Appeals, Ad-hoc payment request etc.
Amount paid - This is the amount paid against the payment request.
Amount pending - This applies for Direct Debit payments that are in the process of going through the BACS system.
Amount outstanding - The amount outstanding for the payment requests.
Payment request date - The date on which the payment request was made.
Payment date - the date on which payment was made.
Payment method - The method in which payment was received (for example, PayPal, Cash etc).
Merchant transaction ID and Customer transaction ID- for PayPal payments, the transaction ID given to the merchant on receipt of when a member pays is different to the transaction ID given to the member for the same transaction. For Direct Debit payments, the merchant and customer transaction ID is the same.
Failed transaction reason- this is the reason why a pre-authorised payment has failed.
Pre-approval status (this is the same as pre-authorisation)- whether the contact has pre-authorised payments or not.
Pre-approval key- when a contact pre-authorises payments, a unique key is generated by the payment provider (ie. PayPal or GoCardless).
Pre-approval expiry date - if pre-authorisation is signed this is the date in which a pre-authorisation expires for a contact.
Overdue by- this is the number of days payment is overdue by.
Last reminder sent- this is the date on which the last reminder was sent to the contact.
Date added- this is the date the contact was added to the system.
Lead contact first name and last name- in the scenario where contacts are linked together, this field identifies who the lead contact is.
Lead contact ID- this is a numerical reference to who the lead contact is for linked contacts.
Group names- as described in the section above.
Membership expiry date- for Membership categories that auto-renew, the system calculates the expiry date as renewal date minus 1 day.
LoveAdmin member reference number- this is a number that uniquely identifies a person on the database. Typically used when doing a mass update.
Contact status- this is whether a contact is ‘active’ or ‘non-active’ within the system.
Last logged in date- this is last date in which a contact logged into their online account.
Event tickets purchased - this is the number of tickets (if any) a contact has purchased for any specific event.

The file can be exported in three formats: a) Spreadsheet - TAB separated file (recommended). b) Spreadsheet - Comma separated file (CSV. Only use if you are sure you have no commas in your data) c) Text file.

You can also save your export criteria so if it is a regular report you are running, you will find this feature useful.

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How Do I Issue a Refund?

Issue Refund

In some circumstances, you may wish to refund a contact. For the refund to show correctly in your Financial reports and to complete correctly, you will need to make sure that you initiate the refund from within your LoveAdmin account. This is particularly important when refunding a PayPal payment to ensure that the refund credits the contact's account and that no additional fees apply to the refund - to find out how to do this, follow the steps below:

Issue a Refund

Step 1: To issue a refund, hover over ‘Financials’ and select ‘Issue Refund’.

Step 2: On this page you will see a search. Search for the contact you wish to refund by entering their First name or their Last name in these fields and click ‘Go’.

Step 3: A list of previous transactions will appear. Identify the transaction you wish to refund and click ‘Refund’ on the line of the transaction. You will then be asked to enter the amount you wish to refund and click ‘Confirm’. You cannot partially refund an online transaction, you will only be able to refund the full transaction value.

Please note - when refunding an online payment, the system will refund all payments relating to the transaction. So, for example, if Mum, Dad, Jonny and Janey paid for their separate memberships in one transaction, refunding Dad's payment will purge refunds for Mum and the kids too.

Step 4: Once you have refunded a payment, the system will ask if you want to delete the payment request. Please select the appropriate answer.

If you do not delete the request and the contact is pre-authorised, the system will not re-attempt to take payment. The payment request would need to be deleted and issued again if you wish to take payment.

Alternatively, for the contact to see the outstanding amount in their account, their pre-authorisation would have to be cancelled.

Once you follow these instructions you will have successfully refunded a transaction on the system.

Important notes:

Before making a refund for a payment made using PayPal, you first need to permission LoveAdmin.com to make refunds from your organisation's PayPal account. The instructions on how to do this are attached to this help article.

Refunding online payments taken via PayPal will return the full amount paid back to the payee and all transaction fees will be refunded too.

Payments made by GoCardless will refund the gross amount to the payee, however, it will not refund the transaction fees to the organisation.

PayPal does not support refunds older than 60 days.

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Why Can’t I Issue a Refund?

Issue Refund

There are a few common reasons why you may not be able to issue a refund:

The payment was made by Direct Debit and the payment is still being processed by GoCardless and has not yet credited your account.
The payment was made by Credit/Debit Card and permission to give refunds in your PayPal account have not yet been set up.
The payment you wish to refund is part of a consolidated payment and the system will only allow you to refund the whole consolidated amount.

This guide will show you the steps you will need to take to identify the cause in each instance.

The GoCardless payment is pending:

When you search for the name of the person you wish to refund and the transaction you wish to refund does not show, this means that the payment is still pending.

Only payments that have been paid out to your account will be displayed in the list of transactions you are able to refund. You will need to wait for the payment status to update to ‘Paid’ to be able to refund it. Depending on when the transaction was initiated, you have up to 4:00pm the next working day to cancel a payment from within your GoCardless account.

You can check the status of the payment and the date the amount is due to be paid out to you in your GoCardless account. To check when the payment will complete and if you are still able to cancel the payment click here for our article on cancelling payments.

I can’t refund a PayPal payment:

When you search for the name of the contact you wish to refund, and you click on ‘refund’ and you get an error message this means that you have not set up your PayPal account to allow refunds through the system.

Step 1: Login to PayPal account.

Step 2: Once logged in, click this link: https://www.paypal.com/cgi-bin/customerprofileweb?cmd=_profile-api-access

Step 3: Click ‘Add / Edit API Permissions’ (in some accounts it may say ‘Grant API access’).

Step 4: Enter ‘dave_api1.thesportsbusiness.com’ in the box and click ‘Lookup’.

Step 5: Select the refund tick boxes in the list provided and click on Add.

Please note - PayPal does not support refunds older than 60 days.

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Why Can’t I Issue a Part Refund?

It is not possible to issue a partial refund on any payment that has been made online. You will only be able to refund the full transaction.

Issuing a partial refund is only possible for payments that have been marked as having been made 'offline'.

Important notice - when refunding an online payment, the system will refund all payments relating to the transaction. So, for example, if Mum, Dad, Max and Megan paid for their separate memberships in one transaction, refunding Dad's payment will refund Mum’s and the kids too as one consolidated amount.

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How Do I Know When a Payment Has Failed?

This help guide sets out how you will be notified of a failed payment.

Payment collection can fail for a variety of reasons ranging from insufficient available funds, an expired pre-approval mandate, not linking the correct funding source to a PayPal account or an expired debit/credit card to name but a few.

What Happens When a Payment Fails?

When a payment fails, an email alert is sent to your contact giving them instructions of what they will need to do. Administrators with full access rights are also copied into this alert. This alert will be sent from help@paysubsonline.com.

The system will also update your financial reports in the following ways:

The failed payment will be added to the number of ‘Failed transactions’ in your financial reports.
To view this, hover over ‘Financials’ and select ‘Payment reports’.
Outstanding payment reports will display a red ‘0.00’ amount in the ‘Paid’ column for any payments that have failed.
The failed amount will show in the ‘Cancelled/Failed/Chargeback’ column displayed in the ‘Payment History’ section at the bottom of a Contact’s record.

To find out more information on why a payment may have failed, click here.

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How Do I Make Contacts Pre-Authorise Payments?

In some circumstances, you may wish to make people pre-authorise future payments - to find out how to do this, follow the steps below:

Please note - pre-authorisation is enforced by the system for instalment payments. It is automatically selected for recurring payments but can be turned off.

Step 1: Go to any option under ‘Payment Options’. You can apply these steps to a payment group you are creating fresh, or to a previously created payment group by clicking ‘Edit’ alongside the payment group you wish to change.

Step 2: When in the payment group settings, look for the option that states ‘Ask people to pre-authorise payments?’ or if you are allowing people to pay by instalments it will read ‘Ask people not paying by instalments to pre-authorise payments?’.

Step 3: When you have located this setting, change the option to ‘Yes’ to make pre-authorisation mandatory. By making this setting ‘Yes’, new members will have to pre-authorise before paying and current contacts will have to pre-authorise the next time they attempt to pay for this groups payment.

Step 4: When you are happy with your settings click ‘Save and Finish’ at the bottom of the pop-up.

Once you follow these instructions the contact will have to pre-authorise payments.

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How Do I Push Through a Failed Payment?

This help guide will explain the different types of payment failures you may come across and what needs to be done by who, in order for the payment to be processed successfully.

Webhook Validation

This system message is returned for several reasons. One is that there was a connection error between banking systems, another is that the payment has been blocked by the bank or that there were insufficient funds in the account to make the payment. It is not possible to know exactly which reason was behind this error message.

Contact without Pre-Authorisation:

If your contact does not have pre-authorised payments set up on their account, the amount will show as outstanding and they will need to log in to their online account and enter their payment details again.

Contact with Pre-Authorisation:

If this has been displayed, and your contact has a valid pre-authorisation set up on their account, the system will continually try to collect payment at midnight (GMT) following each failure.

For payments made by card via PayPal this will be every day. For payments made by Direct Debit via GoCardless payments this will be once a week. When a failed payment is resubmitted, it will show in the system as 'pending' until the system receives a call back from GoCardless. The system will only try to take payment again after receiving the call back from GoCardless that the payment has failed. Each attempt will take into account GoCardless’ transaction time.

If a pre-authorised payment displays this message more than once, you can advise your contact to speak with their bank to make sure that it has not been blocked by them.

Mandate Not Found

This error occurs when the payer bank is unable to process the payment for various reasons such as account closed, or the mandate was cancelled.

Contact without Pre-Authorisation:

The contact will need to log into their online account and enter new payment information

Contact with Pre-Authorisation:

The existing pre-authorisation needs to be cancelled for the amount to show as outstanding in the contacts’ online account. They will then be able to enter new payment information. Click here for instructions on how to cancel pre-authorisations.

Payment Cannot Be Processed Because No Payment Source Is Available

This PayPal error message appears if your contact has not linked a valid credit or debit card to their PayPal account.

The contact will need to log into their PayPal account and update their payment information.

Contact without Pre-Authorisation:

Once they have updated their PayPal account, they will need to log in to their online account and initiate payment again.

Contact with Pre-Authorisation:

The system will automatically initiate payment for all outstanding payment requests once the contact’s PayPal account is successfully updated.

Unprocessable Entity message:

This usually appears for one of two reasons:

Your contact has reached the limit for the year. You will need to contact GoCardless, and with the payer's permission, they will increase this limit, so you can continue taking payments. You can contact GoCardless at help@gocardless.com.

Alternatively, if your contact has pre-authorised payments set up, cancelling the pre-authorisation will enable them to enter their bank details again which will solve this issue. Click here for instructions on how to cancel pre-authorisations.

The amount you are trying to process is too low - any payments under £1 will not be able to be processed by GoCardless.

Forbidden:

If you see this message as the reason for failure, we have been advised that this is likely due to the bank not authorising the direct debit set-up. You should advise your contact to speak with their bank, so they are allowed to accept direct debits from GoCardless. It could also be that they have given details of an account that does not allow the set-up of direct debits.

Your contact will need to make payment from an alternative account or by different means.

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How Do I Record an Offline Payment?

Record Offline Payments

In some circumstances, you may take payment directly for a contact and you need to record it as offline - to find out how to do this, follow the steps below:

Please note, you record offline payments via the ‘Financials’ tab or via a contacts record. This article will cover both scenarios.

Recording Offline Payments via Financials

Step 1: Select ‘Record Offline Payments’ from the 'Financials' tab.

Step 2: On this page you will see two icons you can choose from; ‘View outstanding payments by request’ - which will show you payment requests as subscription groups or ‘View outstanding payments for all contacts’ - which will show you all outstanding requests of individual contacts. Select your preferred view (if you have chosen to view by payment request, also select your group).

Step 3: Tick the ‘paid’ box alongside the contacts name who has paid offline, enter the amount paid and the date paid, then click the drop down under ‘Payment method’ and select how the contact paid.

Step 4: When you are happy with your amendments, click the ‘Save’ icon at the top of the page.

Recording Offline in a Contact Record

Step 1: To record an offline payment in a contact record you need to go to the contact record of whom you wish to record payment against.

Step 2: When in the contact record, hover over ‘Actions’ and click to ‘View outstanding payments’.

Step 3: Tick the ‘paid’ box alongside the contacts name, enter the amount paid and the date paid, then click the drop down under ‘Payment method’ and select how the contact paid.

Step 4: When you are happy with your amendments, click the ‘Save’ icon at the top of the page.

Once you follow these instructions you will have successfully recorded offline payments.

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How Do I Resolve a Cancelled Payment?

This help guide will explain what causes a payment to be cancelled and what steps you need to take to follow-up, depending on whether your contact has a pre-authorisation in place or not.

There are two main actions that would cause a payment to cancel:

When a pre-authorisation on a contact’s record is cancelled while a payment is transacting – either by the member or by the administrator.
When an administrator cancels a payment from within their GoCardless account before the payment is submitted.

Step 1: Check the pre-authorisation status on the contact’s record. You will find this just above ‘Payment History’ at the bottom of your contact’s record.

Step 2:

If the pre-authorisation status is ‘No’: The outstanding amount will show as outstanding in your contacts’ online account and in your financial reports as well. Your contact will need to log into their account and initiate payment again.

If the pre-authorisation status is ‘Yes’: You will need to purge the cancelled payment for the system to try and request payment again.

Step 3: From the ‘Payment History’ at the bottom of your contact’s record, click on ‘Details’ alongside the cancelled payment.

Step 4: In the window that will open, click on ‘Purge’ and this will push the payment through again.

Once you have followed the above steps you will have successfully resolved the cancelled payment(s).

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How Do I See if an Ad Hoc Payment Request Has Been Sent?

Once you have created your Ad Hoc payment request, where you will be able to see if has been sent will depend on whether it has been paid. This could be because you recorded it as an offline payment when completing the process, or whether the person has got a pre-authorisation meaning the payment would start transacting as soon as it was sent. To see if an Ad Hoc payment request has been sent, follow these steps:

To see a ‘Paid’ Ad Hoc Request from the Payment Reports

Step 1: From the initial ‘Payment Reports’ screen, you will be able to see in the ‘Payment Requests’ column the ‘Payment Description’ that you entered when creating the Ad Hoc payment. You can click on the amount displayed in the ‘Paid-to-Date’ column to see which contacts have paid.

To see a ‘Paid’ Ad Hoc Request from a Persons Record

Step 1: Type the name of the person you send the ‘Ad Hoc’ payment request into the search bar found in the top right-hand corner.

Step 2: Once in the person’s record, scroll to the bottom of their record to the ‘Payment History’. The ‘Paid’ request will show here. Depending on whether it is still processing, it will be displayed in the ‘Pending’ or ‘Paid’ column. You can click on ‘Details’ on the right-hand side to see the method of payment.

To see a ‘Outstanding’ Ad Hoc Request from the Payment Reports

Step 1: In the ‘Payment Requests’ column the ‘Payment Description’ that you entered when creating the Ad Hoc payment. You can click on the ‘Outstanding’ column to see the contacts that haven’t made a payment.

To see an ‘Outstanding’ Ad Hoc Request from a Persons Record

Step 1: Type the name of the person you send the ‘Ad Hoc’ payment request into the search bar found in the top right-hand corner.

Step 2: Once in the person’s record, hover over ‘Actions’ and select ‘View Outstanding Payments’. Here you will find all outstanding payments listed for this contact. Included will be any Ad Hoc payment requests still waiting to be paid.

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How Do I See The Reason For a Failed Payment?

Payment collection can fail for a number of reasons, including insufficient funds, pre-approval expired, not linking the correct funding source to a PayPal account, expired debit/credit card etc.

When a payment fails, an email alert is sent to the contact giving them instructions of what they need to do. Administrators with full access rights are CC’d into this alert.

The failed payment will also show in the payment table of the contact's payment history which is at the bottom of their record. Clicking on 'Details' alongside the failed payment will display the reason for the failure.

The reasons for failure are passed straight through from our payment partners, PayPal and GoCardless and can sometimes be a little cryptic!

The failed payment will also be shown in the Cancelled/Failed Transaction Report under the menu option Financials > Payment Reports. The failed payment will be shown as a red 0.00. Clicking on the 0.00 will display a pop-up with the detail of the failed payment.

You can acknowledge a failed payment (in order to clear it from your failed transaction list) by ticking the Acknowledge box in the pop-up.

When a contact is pre-authorised and payment fails, the system will continually try to collect payment at midnight (GMT) each day until successful.

A contact without pre-authorised payments will see the payment as outstanding in the payment basket of their contacts' online account. They will need to log into their account in order to initiate payment again.

If a contact logs into their LoveAdmin account and goes to their Payment page following a failed payment alert, they will see a message that gives them instructions on what to do.

Example failure messages:

Payment Cancelled:

This is likely done by the contact not recognising the payment if there is a pre-authorisation set-up, then you will need to purge the cancelled attempt for the system to try and request payment again.

Webhook Validation:

This can be one of two things, unfortunately, we cannot tell which one. The first is that it was a banking error which means a technical error occurred during the transaction or the payment has been blocked by the bank. The second is that there were insufficient funds in the contact's account to fulfil the transaction.

If this has been displayed, then the payment will automatically start processing again the next day if the contact has a pre-authorisation, if not the contact will need to enter their details again.

If a pre-authorised payment displays this message more than once, you can advise your contact to get in touch with their bank to make sure that it has not been blocked by them.

When a failed payment is resubmitted, it will show in the system as 'pending' until the system receives a call back from GoCardless. The system will only try to take payment again after receiving the call back from GoCardless that the payment has failed. Each attempt will take into account GoCardless’ transaction time.

Mandate not found:

This error occurs when the payer's bank is unable to process the payment for various reason such as account closed or mandate cancelled outside of the system.

The payment cannot be processed because no payment source is available:

This PayPal error message appears if the contact has not linked a valid credit or debit card to their PayPal account.

The preapproval key hasn’t been authorised yet:

This is a PayPal error message which means the contact has not accepted the PayPal preapproval key that allows PayPal to bill the contact. This could happen if a contact goes to the PayPal checkout page (where they log in to their PayPal account) but does not complete the purchase.

Unprocessable Entity message:

This usually appears for one of two reasons:

The contact has reached the limit for the year. You will need to contact GoCardless and, with the payer's permission, they will increase this limit so we can continue taking payments. You can contact GoCardless at help@gocardless.com. Alternatively, if the contact has pre-authorised payments set up, cancelling the pre-authorisation will enable them to enter their bank details again which will solve this issue.
The amount you are trying to process is too low - any payments under £1 will not be able to be processed by GoCardless

Forbidden:

If you see this message as the reason for failure, we have been advised that this is likely due to the bank not authorising the direct debit set up. You should advise your contact to get in touch with their back so they are allowed to accept direct debits from GoCardless. It could also be that they have given details of an account that does not allow the set-up of direct debits.

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