Payments - Overview

The Payments section shows all payment and payment-related activity across your entire customer base. It contains five sub-sections:

Payments

Authorizations

Promises-to-Pay (P2Ps)

Payment Plans

Refunds

Each row is a customer payment.

Click any row to open the sidebar, which holds the payment details, a memo field, attachments, and the underlying invoices.

Total Charged is the total amount charged to your customer's payment method. It is net of any credits, deposits, and discounts applied, and it includes any convenience fee.

The sidebar also shows a Contains P2P badge when the payment covers a promise to pay, along with any deductions your customer claimed and their reason codes.

Memos and attachments are different. Anything you type in the Memo field is optional and is not visible to your customers. Attachments have their own visible-to-customer setting, so check that setting before you upload anything internal.

Underlying invoices. Click View Details to open a list of every invoice on the payment. Click an invoice number to open that invoice on the customer's page. You can export the list to Excel.

Resending a receipt. Click Resend Receipt, add any recipients, and send.

• Failed. Card failures are reported when the transaction is run. ACH payments can fail any time up to settlement, which typically takes 2 to 5 business days. The failure reason appears in the sidebar and is not shown in the customer portal.

• Pending. ACH only. The payment has been initiated but has not settled yet. Allow 2 to 5 business days.

• Successful. The payment has settled.

• Voided. The payment was voided before it went out for processing.

• Chargeback. A chargeback has been filed on the payment, meaning the funds were pulled back after settling. The chargeback and its amount are shown on the payment itself. Contact support if you have questions about how it affects the invoice balance.

Card payments are batched once a day in the evening. Payments made before the daily cutoff are funded to your deposit account the next business day.

ACH payments are submitted in several windows throughout the day. ACH typically takes 2 to 5 business days to settle into your deposit account.

You can void a payment only on the same day it was taken, in your business's time zone. The window closes at midnight local time, so you can't void a payment taken late at night the next morning.

Within that same day, three further limits apply:

1. Card payments can be voided until the payment goes out in the daily batch.

2. ACH payments can be voided only while the payment is still with us and has not yet gone to the bank. Once it is on its way, it cannot be voided, even though the status stays Pending until it settles. ACH payments also cannot be voided for the first five minutes after submission, so wait a moment and try again.

3. You can't void any payment already sent to your ERP unless your ERP supports payment voids. Most do not. Once a payment has synced, use a refund instead.

The simplest test is the button itself. If Void is available on the payment, you can void it. If it is not, use a refund.

To void a payment:

1. Open the payment from the Payments section or from the customer's page.

2. Click Void.

3. Confirm in the pop-up.

A void cannot be undone. Voiding reverses the payment; it does not void the invoice, so the invoice returns to outstanding.

If you do not see a Void button on any payment, your user may not have the Void Payments permission. Your account admin can add it under Settings > Company > Team Management.

Refunds are issued from the invoice, not from the Payments section.

1. Go to Customers and open the customer.

2. Open Invoices and select Paid, or Outstanding if the invoice was only partly paid.

3. Open the invoice.

4. Click Issue Refund in the invoice sidebar.

Three things to know about refunds:

1. Refunds are available for 90 days after the payment, and cannot be issued if the payment method has expired.

2. A refund returns money to your customer but does not reopen the invoice balance. If the invoice needs to go back to outstanding, reopen it in your ERP.

3. Card processing fees are not returned once the payment has settled in the daily batch.

If you need your customer to pay a corrected amount, issue a replacement invoice.

Successful payments are sent to your ERP on your next sync. How soon that is depends on your integration:

• Connected ERPs such as Eclipse, Infor CSD, and QuickBooks Desktop sync every 30 to 60 minutes.

• File-based ERPs such as BisTrack and DMSI Agility send once per night, so those payments appear in your ERP the following morning.

Some payments are held for your team to enter manually rather than pushed automatically. The most common reason is that a credit or a deposit was applied, and whether that pushes depends on your ERP. Those payments appear in your sync exceptions list, which you open from the sync status indicator in the top header.

If a payment is missing from your ERP, check the sync exceptions list first, then email support@gosuppli.com with the payment date, amount, and customer.

Email support@gosuppli.com with the customer name, payment ID, and what you are seeing. For anything involving a void or refund, include the payment date and time, since timing determines which options are available.