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Overview

 

PayCloud is the Clubessential product that enables a club to manage their online payment and statement functionality.  This guide will focus on the Admin portions of the PayCloud system to specifically address the online Payment and Statement features associated with the Autopay functionality.  The guide will focus on setup, viewing Member/Payment data, troubleshooting issues, and will highlight how the PayCloud system interfaces and syncs with the Office back end system to ensure payment and statement data is properly reflected in the Club’s financials.

Use Case

  • Your Club would like to enable autopay (scheduled payments) for your Membership.

  • A member wants to utilize the online bill pay tools but is having trouble setting up their bank account information, recurring payments, or single payments.

  • A Member called with a question about why their payment did not go through, and you need to investigate.


Content

 

System - Getting Started

When your Club makes the decision to use PayCloud and Autopay, Clubessential will assist in basic setup, including converting the payment token for use.  Many settings, however, are easy to use, and enable you to define/manage the process.

Club Settings - Auto Pay

Enable Auto Pay

Currently only for ETS V3 Cleints - Once the token has been converted, to get started with Auto Pay, you must first enable or Turn On Auto Pay, for your club. To do so, click on System, and Club Settings. From here, select the Auto Pay tab across the top. Turn on either or both Auto Pay options (Auto Pay - ACH or Auto Pay - Credit Cards) depending on your Club’s requirements.

 

Allow Partial Payments

Next, determine whether your Club will allow partial payments or whether your Club will require the full statement balance to be paid.  To allow partial payments, check the Allow Partial Payments box.


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Blackout Dates

Then, optionally define blackout dates to prevent auto payments from being scheduled by Members. This feature helps Clubs manage Cash Flow, Club Payments and Processing in a timely and effective manner. For example, blocking out the first or last few days of the month may be helpful to ensure a smooth month-end process. Place a check in the box next to the day(s) to black out. Checking Last Days of Month will block out the 28th through the last day of the month.






Club Settings - Statements

The Statements tab contains information relevant to statement settings and appearance.

Statement Publish Date

This date feeds from the Office system.  If the date is incorrect, check the date under System, System Settings, Membership in the Office System

The logo appearing on the Statements may be changed here.  Click to upload.

Keep Statements For

This field controls how many months of statements will be viewable online for the Members.  After selected time, system will purge older records.  In the event you set this for a longer period of time than initially set, you will need to do an initial statement push from the database to populate the additional periods.

Edit Service Charge Column Name

If your Club is assessing Members a service fee as part of the Payment options, optionally, edit the Service Charge Column Name (i.e. - Service Charges are not legal in your state, and you are assessing an Admin Charge instead).

Club Settings - Website

The Website tab contains the Landing page that can be set for Members when they connect to PayCloud.  Initially this is typically set to display Statements.  Oftentimes, however, Clubs accepting online payments may choose to change this to Make a Payment.

Club Settings - Payments

This setting dictates what payment options appear for your Members to make an online payment.  Available options are those that have been set up for your Club.

Payment Notifications

For ETS V3 Clients- Turn on email notifications to your Members by checking the Payment Processed and/or the Payment Error settings as shown below.  When Payment Processed setting is enabled, an email will be sent to Member confirming successful payment.  Payment Error setting generates an email to Member when payment was attempted, but not successfully processed. For Non-ETS V3, the payment notifcations are delivered by the payment processor you are using.

  

Manage your System

Member’s have the ability to set up and interact with their payment information. If they have any issues during setup or while maintaining their accounts, you can guide them through the process or complete it for them.  

Please refer to the PayCloud Member Guide for assistance in helping members set up Bank Account information or Credit Cards for payments as well as scheduling recurring or one time payments.  

Users

Members

 All Club Members can be viewed in the Users - Members section.  (For Office clients, the Member list will auto-populate from the Office system.)  Columns can be sorted, and/or filtered to easily find desired information.  Scheduled Payment columns (Next Scheduled Payment Date, Scheduled Payment Type) and filter (Has Scheduled Payments) can easily help identify Members with upcoming scheduled payments.





Impersonate Member - Troubleshooting Tool

To assist troubleshooting a Member’s account (and view the account from the Member’s view/impersonate them), from the Users - Members menu, click the three dots to the left of a member’s name and choose Login To PayCloud.

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The following message will appear.


Then, the Member’s view will appear.  Troubleshoot as needed.


System Users

The system users section includes club users; any Staff Members who have been granted access to the PayCloud system.  Permissions to PayCloud will not be inferred or applied from any other system (Accounting or Website), and must be added here.

Adding new System Users

Add a new user/staff member to the system by clicking the Add button under the System Users menu.

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Insert all information related to the Staff Member; first and last name, email, username, and create an initial password for them to login. The User Type will need to be defined as Club Employee or Club Administrator. Club Administrator User Types can edit content, manage various system settings while Club Employee User Types have basic viewing level access.

Please Note: Use the Staff Member’s email address when creating a Username. The email address should be unique and therefore will not be be duplicated by another user.

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Please Note: Password must be longer than six digits, needs one uppercase character, and one numeric character.

Reports

Payment History

 This report contains the payments made by Members using the PayCloud system.  The report can easily be filtered (using the predefined filters) and/or customized (using the date range feature) to quickly display the data desired.  Easily view payments from Today, the Past Week, Past Month.  Also, for Clubs with Autopay enabled, easily view the payments based on status Successful or Unsuccessful.

Additional date range filters can be applied to limit results displayed to the date range specified.

To clear date range or other filters, click on the X next to the applied filters to delete them.

Or, to Search for a specific Member, payment amount, or other data, enter it in the Search box and click the Search icon.  Results containing the data will be returned.

Account Change

The Account Change report contains a log of all Member account changes.  This report is especially useful when investigating payment details associated with scheduled payments, and/or other payment issues.  The report details the change that occurred, when it occurred and who made the change.

Note: Filters can be applied, and details can be exported (as shown below).

Private Content

The Private Content section contains a couple of areas relevant to Clubs utilizing the PayCloud online payment and statement features.  While these areas are typically addressed/populated during implementation, it is important to note where/how these items can be modified as needed.

Statements

Enter any additional statement data (customized messages) to include in your Club’s online statements.  Header, footer, contact info, and/or past due notices (30, 60, or 90 days past due) must be populated on this tab (they do not flow from Office) to be viewable by Members in the PayCloud system.

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Payments

While Terms of Service are not required, they are very useful for Clubs communicating a convenience fee associated with a payment, or other message.  The message on this screen appears on the Make a Payment screen for Members, and can either be required for acknowledgment (Member must agree to terms to proceed), or can be for informational purposes only (leave Require User to Agree unchecked.)

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Member Facing Views

Part of managing the system, implies that you understand what your Members are able to see, and what options are available to them for use.

Monthly Statements

This tab will populate once Statements are run in Office.  When running statements, the last day of the month should be used as the statement publish date, and as a result, the statements will appear on the website and trigger past due notices appropriately.

Transaction Details

Members can easily view Transaction level details by clicking on the Description hyperlink.  Transaction details will then appear.  Transaction details (ticket) can be printed if required as noted below (Print Ticket).

Minimums Spent

Members can easily view their Minimums spent in the Current period at the bottom of the statement.

Current Activity

Members can view all charges for the current month (including Minimums spent), on this tab.  Minimum details appear in a pop-up box after My Minimum is clicked.

Make a Payment

Members can easily designate payment method, payment amount, manage their payment methods, and/or schedule a one-time or recurring payment for the future.  More details can be found in the PayCloud Member facing guide pertaining to these features.

Credit Book Activity

This tab contains details associated with Credit Books.  If more than one Credit Book type is available, it may be selected from the drop-down.  Additional Date Range filters can be applied to adjust returned results.  Similar to the Statement and Current Activity screens, transaction level details may be accessed (and printed) by clicking on the Description.

Office Posting/Batches

PayCloud batches automatically flow into Office for easy posting.  Two cash receipt types work with Paycloud Payments; Paycloud CC, and Paycloud ACH.  Clubessential will ensure these two cash receipt types are set up and configured to apply to the same debit account settings as the other cash receipt types for your club during the implementation process.

When ready to Post, go to Membership, Approve Payment Batches, select the batches, and post.

NOTE: In the event a payment is rejected by the Processor (which can take up to (3) days), it is important to use the Merchant Reporting available from the Processor to identify the adjustment that must be manually input into the Office batch(es) for rejections.  These do NOT automatically flow through to the Office system.  To delete a rejected transaction, while in Approve Payment Batches, expand the batch with the rejection, highlight and right-click on the row/transaction (rejection) to delete, and select Delete.

Plastiq Assistance

If your Club offers Members the ability to pay using Plastiq, the following information will be useful when assisting Members making a payment.

First Time Plastiq Payments

When a Member clicks to make a payment online utilizing Plastiq, the Plastiq portal will load through the PayCloud site.  The Member will need to register in the system if they have never used the Plastiq system before.  Once registered, the system will log them directly into the system.  Registering in Plastiq is suggested ONLY if the Member would like to save their payment method for future use.  

Plastiq AutoPay Feature

Plastiq recently rolled out an auto-pay feature.  This would need to be initiated and set up with Plastiq and would then need to be communicated with the Members.  There is not an interface with PayCloud or Office with the Plastiq auto-pay feature.  Because the fee associated with the transaction is passed to the Member, the Club must first invite the Member to participate in the auto-pay feature.  Once Member accepts, then the Club will have the access to take the Member’s account, enter the amount to be drafted, and then proceed with processing the payment.

Best Practices

  1. When adding a new System User and creating the password, the password must be longer than six digits, needs one uppercase character, and one numerical character.

  2. When adding a new System User, use the Staff Member’s email address when creating a Username. Typically, the email address is unique and will not be be duplicated by another user.

  3. To obtain current information on ACH, or Credit Cards, you have the option to contact your payment processor and they export the information to a CSV file for an easy upload. This process tends to vary so if you have any questions please contact Clubessential for clarification.

  4. Reconcile Processor data to Clubessential/Paycloud data timely, ensuring any rejections are manually adjusted in the Office batches.


FAQs

Q: What if our Club does not want to allow Members to schedule a payment on a certain day or days of the month (ie - month end)?

A: Use the blackout feature to prevent Members from making/scheduling payments on a certain day.  Click here for more info.

Q: How do I change the landing page my Members see when they first log-in to Paycloud?

A: Go to System, Club Settings, Website Tab.  Click here for more info.

Q: How do I batch my PayCloud payments and post them?

A: PayCloud automatically batches and sends payment batches to the Clubessential Office system.  To post, go to Membership, Approve Payment Batches, select batch to post, and click post.  For more info, click here.

Q: We use Plastiq.  How can I get my Members set up for auto-pay?

A: Because processing charges are passed back to Members when using Plastiq, the Club must proactively invite the Member to use the auto-pay feature.  Once accepted/approved by the Member, the Club will be authorized to set up payments.  Plastiq auto pay does NOT interface with PayCloud and/or the Office system.  For more info, click here.

Downloadable Guide