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FAQ's for Money and Accounting Processes

Some common questions and answers are noted below.



A customer has had issues paying with their card.

Please check with your customer the following:

  1. Is the card still valid or expired?

  2. Are there sufficient funds?

  3. Do they have any payment restrictions on their card from their card provider?

  4. Did they select the submit button at the end of the transaction of loading their card details?

  5. Have they transposed figures when entering the card details including expiry date?

  6. Did they get an error message? If so, please provide this to us.

  7. Were they using a card from lending companies i.e. Buy Now Pay Later?

Why are the transaction fees different for the same amounts paid on the "Daily Report"?

On the credit card transactions "Daily Report", you may sometimes find the transaction fees (Txn. Fee) may be different amounts for the same priced item. For card transactions, there is not only a percentage fee that is paid, but a fixed 30 cent transaction charge as well.

For example:

Julie paid one invoice for her child by credit card worth $100, the Transaction Fee is displayed in Enrolmy as $3.93 ($3.63 percentage fee + $0.30 transaction charge).

However, Garry pays two invoices for his children by credit card, one worth $100 the other $50. The total transaction fee for a single payment of $150 is $5.75 ($5.45 percentage fee + $0.30 transaction charge).

In the Enrolmy "Daily Report" this is displayed as two separate items with the Transaction Fee component of each item shown separately.

The Transaction Fee for the $50 invoice is (50 / 150) * 5.75 = $1.92

The Transaction Fee for the $100 invoice is (100 / 150) * 5.75 = $3.83

The total Transaction Fee for the two invoices is correct at $5.75, however, you can see there is a difference in the Transaction Fee between the $100 invoice paid by Garry ($3.83) and the $100 invoice paid by Julie ($3.93).

I have done a Xero Sync but a payment has become back unreconciled again in Enrolmy?

This could be because the payment has been reversed in Xero or removed, check to see if this is the case.

How do I manage customers who wish to make automatic payments for BASC?

As this is a payment arrangement you may be agreeing, it is slightly outside of what Enrolmy has been designed around and for.

Enrolmy is to encourage people to book and pay on the spot, or when their invoice is generated in full. You are best to manage this as an over-payment in Xero, marking the payments as over-payments then allows you to allocate credit to an Enrolmy invoice when it has been generated and appears in Xero.  You simply allocate credit, it will show all outstanding invoices, you apply the payment then reconcile the payment and sync.

How can a parent who pays us for BASC by automatic payments enrol in the holiday programme when I have it as Credit Card Only?

Credit Card only activities are great to have your confirmed numbers and payments all up before it begins, however, if you need to add a customer to a Credit Card only activity who you agree to pay on a different method, you will need to process the booking.

You will need to add the booking yourself as this will bypass the 2-hour cancellation rule if no payment is made.

Can credit notes created in Xero be reflected in Enrolmy?

Credit note generated in Xero will only reflect in Enrolmy if it is applied to an invoice that was created in Enrolmy.

How can I bulk delete/void invoices?

Unfortunately, there is no option to do this due to the fall-out there would be if it was done in error.  You will need to access each invoice individually and void

I have modified a customers booking but it has not created an invoice, why?

When any booking is changed from the original a pending adjustment is then created.

Enrolmy does this for any change where the price is altered. The pending adjustment is like a notification and it is wanting you to do something with it. From your pending adjustment tab within the activity itself, you will need to convert the adjustment to an invoice if more money is required or a credit note to either process a refund or offset against any outstanding invoices.

Have a look in here for further details

A customer has advised that they cannot access the invoice we have sent?

When this happens it is because the person trying to access and pay the invoice is not be the primary contact and bill payer of that account, they probably have their own accounts and are trying to log in to the other account with their own details.

My customer has asked for an outstanding statement, and the amounts do not match to what is showing in Xero?

Firstly check that the run period you have entered for your report is the exact same period in both. Then check the number of payments received in each to see if one or more are missing from one of the accounts.

If there are payments missing you will need to check your error sync log and work out why those payments are not reflecting.

A customer made changes to their booking but her invoice does not show the new dates she booked?

This can be due to the invoice type you have selected in your settings.

There are two invoice types, Detailed Invoice which details the dates, and Concise Invoice that group items together without the detail.

Please read this article to better understand the two, then you can make changes if necessary in your invoice settings.    

If I create a new income code in Xero what do I do in Enrolmy?

Under Settings, jump into the Xero Integration tab, and update your chart of accounts

Where are refunded monies deducted from when refunding back to a customer’s credit/debit card?

Understanding this process is important so that you can work out payments correctly, you might see some which may not seem correct at first glance, and this could be due to previous refunds.

  • When refunds are made back to a person's credit card the funds are issued from Stripe

  • No money actually leaves your account at the time of the customer refund

  • Your next payout lump sum will have this refund deducted from it

Are the credit/debit care fees also refunded back to a customer when refunding?

Yes, Stripe refunds the fees back to the customer's card. You (the provider) will find that your half or full amount of the fee, will not be 'taken' by Stripe at the end of the month. 

Awesome! Now you know the answers to some of our most frequently asked questions.

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