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Merchant Information Pack
PocketTrainer

Ezypay

Ezypay

Who we are

Ezypay is a cloud-based payment platform for collecting recurring payments. We have worked with PocketTrainer to provide an integrated solution to allow users of the PocketTrainer software to manage and collect payments from their customers. The integration model that has been set up means that Ezypay will process transactions based on the payment schedules /plans that have been set up for the customers (i.e. Subscriptions).

The Ezypay Business Terms and Conditions must be acknowledged by the merchant during the sign-up and onboarding process, and the Ezypay Customer Terms and Conditions must be acknowledged by the customer during the sign-up process with the merchant. 

Below is a copy of Ezypay's Terms and Conditions for merchants and customers:

Business Terms and Conditions - AU

https://forms.ezypay.com/hubfs/document/AU_Principal_Terms_&_Conditions.pdf

Customer Terms and Conditions - AU

https://forms.ezypay.com/hubfs/document/AU_Customer_Terms_&_Conditions.pdf

Business Terms and Conditions - NZ

https://forms.ezypay.com/hubfs/document/NZ_Principal_Terms_&_Conditions.pdf 

Customer Terms and Conditions - NZ

https://forms.ezypay.com/hubfs/document/NZ_Customer_Terms_&_Conditions.pdf

If you need to contact Ezypay directly, you can email us at help@ezypay.com or you can call us between 7am and 7pm AEST on 1300 300 553.

Payments

Payments

(1) What are the billing cut off times?

Customers will be billed on the specified debit date, frequency, and amount based on the subscription plans sent through to Ezypay by PocketTrainer. If any changes are made to these subscription plans, then the customers’ billing will be updated and billed accordingly as per details.

Billing for bank accounts will take place at 12:00pm AEST* (subjective to change) on all business days. Credit cards will be billed immediately when the invoices are received and processed, including weekends.

However, please take note that submission of the invoices from PocketTrainer should be received by Ezypay a day before the billing cut-off time (12pm AEST) of the invoice. This is to allow enough processing times for all parties involved.

(2) What are my failed payment settings?

All failed payments will be handled within the PocketTrainer user interface. There are 2 options available:

a. Automatic Rebill of Failed payment 

If a failed payment needs to be rebilled, Pocket Trainer will receive this information from Ezypay and a failed payment notification will be triggered to the merchant. 

An automatic rebill will be set up against the customer’s record once a failed payment notification has been received from the banking institution. Once a failed payment notification has been received from the banking institution, a rebill will be set for 3 days later. Only 1 automatic rebill will be attempted. If the payment failed again, the failed payment will need to be handled by the merchant.  

Each time this same payment fails Ezypay will charge the customers and additional transaction fee and failed payment fee, on top of what the customer has been charged already. Below is an example displaying this scenario: 

b) Pay Now Link via Ezypay’s Failed Payment Communication

This failed payment option allows a merchant’s customers to make an immediate online payment via the Pay Now payment link. When a customer has a failed payment, they will receive an email from Ezypay advising that the payment had failed, on which day, and the total amount outstanding. It will allow the customer to make a payment for the total failed payment with a credit card online immediately. All future dated invoices will still take place, even though a failed invoice has not been collected.

Below is an example of the failed payment email that a customer will receive:

Below is an example of the steps required when a customer makes an online payment:

NOTE: When a customer makes an online payment via the payment link (Pay Now), it will give the customer the option to update/replace their payment method. If the customer has elected to update/replace their payment method at this point, then all future payments for this customer will be updated to be processed from this new payment method.

(3) Why do debits fail?

A debit for both bank and card can fail for several reasons; the most common being insufficient funds.

Please note that the response codes sent to us are determined by the customer’s bank.

3.1 Failed payment reasons and what they mean

RESPONSE

WHAT IT MEANS

SUGGESTED ACTION

"Payment method has insufficient funds at the time of the transaction."

At the time of the transaction, the customer did not have enough funds to cover the transaction. Sometimes, the bank will send us this reason code when they’ve identified fraudulent activity or transactions which are outside of the customer’s regular spend pattern. The risk rules of the customer bank are outside of our control. The vast majority of transactions that generate this response code are due to genuine insufficient funds.

You can retry the transaction on a later date, but we would suggest not retrying on the same day, as it’s unlikely that the customer would have enough funds available within the same day.

"The authority for the payment method has been withdrawn. Please contact the customer for more information."

A stop payment has been applied by the bank on instruction from the customer. This occurs generally when a customer does not recognise a payment on their statement and puts a block on it. Sometimes the customer puts a stop on a recurring payment when they are in dispute with the service provider.

Ask the customer to provide an alternate payment method. To reinstate the recurring authority, they will need to agree to a new Direct Debit Request with a later date than when they put a stop on the payment.

"Transaction rejected by customer's bank. Please use a different payment method or ask the customer to contact the bank."

Due to some rules that the customer’s bank applies, the transaction is rejected. The bank could have set up rules around duplicate detection, fraud or velocity rules that might have triggered the rejected transaction. Some of these rules apply when the customer has reached their spend limit for the day.

Ask the customer to contact their bank to ask why the transaction failed.

Until the matter is resolved between the customer and their bank, the transaction response will likely be the same, therefore we recommend that you request a different payment method.

"This transaction was declined by the bank."

General decline by the bank, that could be for different reasons:

  • Spend limit reached
  • Possible fraud
  • No authority held
  • Account suspended
  • Ask the customer to contact their bank to ask why the transaction failed.

    Until the matter is resolved between the customer and their bank, the transaction response will likely be the same, therefore we recommend that you request a different payment method.

    "Payment method details are invalid. Please use a different payment method."

    The BSB or account number is incorrect, and that bank is unable to match the details to any particular account.

    Do not attempt to retry the payment. You should ask the customer for an alternative payment method. Retrying a payment with the exact same details will yield the same failed payment response.

    "The credit card has expired. Please use a different payment method."

    Expired card.

    Do not attempt to retry the payment, you should ask the customer for an alternative payment method. Retrying a payment with the exact same details will yield the same failed payment response.

    "The account has been closed. Please use a different payment method."

    Customer account has been closed. Card has been lost/Stolen.

    Do not attempt to retry the payment, you should ask the customer for an alternative payment method. Retrying a payment with the exact same details will yield the same failed payment response.

    "Transaction exceeded the customer's payment method daily withdrawal or activity limit."

    The customer or customer’s bank has imposed spend limits.

    You can retry the transaction on a later date, but we would suggest not retrying on the same day.

    Best retry options:

    Please note: Multiple re-tries in quick succession, or within a short space of time, can trigger fraud-based declines, as some banks implement rules on transaction patterns to detect potential fraudulent or malicious activity.

    It is highly recommended that you do not retry a payment on the same day.

    See below our suggested actions for failed payment responses.

    (4) Why did the payment fail due to insufficient funds when the customer claims there are enough funds in the account?

    Although it may appear that the customer has funds in their account, the transaction may still fail due to the following reasons:

  • The customer has pending transactions that have not been processed yet
  • The customer exceeded the daily limit on the day of the debit
  • The customer happened to deposit the funds after the deduction time
  • The bank will not provide us with more detail other than the actual failed response due to privacy limitations. In this scenario, please advise the customer to contact their card issuing bank. The decision to reject/accept a debit request is solely held by the customer’s bank.

    (5) What does the Processing billing status mean?

    For Bank Debits, the status of Processing means that the payment has been sent. Once the holding period (3 working days) has expired, the status will change to Paid if it was successful or Failed if there was a failed payment message received from the customers bank.

    (6) What will appear on the customer's statement when they get debited for their membership?

    The customer bank statement should appear as “Ezypay”, followed by the trading name entered in the application form (e.g. Ezypay - Merchant Trading Name).

    (7) What is a chargeback or claim?

    A chargeback or claim is when a customer disputes a payment through their bank. 

    The bank will request proof of authority from Ezypay, which we obtain from you, the merchant, that the customer has agreed to allow Ezypay to debit them. 

    Although the decisions lie with the bank, the suggested evidence you should provide are: 

  • Customer contract or agreement with customer name, details of the payment method (always mask the card number) 
  • The wording of the authority provided, and the date which the authority and terms and conditions accepted 
  • Any logs of physical attendance by the customer on or after the disputed payment date 
  • In the case that the bank rules in favour of the customer, we are obliged to credit the customer and debit you, the merchant. We will notify you of the 'lost' dispute. This becomes an 'off-system' dispute between you and the customer.

    NOTE:  When a customer decides to cancel directly with Ezypay, we will attempt to refer the customer to you in all instances. However, if a customer provides Ezypay with written notice to cease further debits from their account or credit card, no further debits will be processed. A copy of the letter will be forwarded to you for reference, as you may need to follow the customer up to arrange alternative payment options or collect a cancellation fee. 

    (8) Where can I get detailed transaction information for a customer?

    As PocketTrainer manage and collect payments from their customers, they will hold the information for customers transactions, therefore it would be best to contact the software provider for more information on where you can see a transaction and fee details for each payment that has been performed against the customer.

    (9) Refunds

    All refunds will need to be handled manually between the merchant and their customers. The merchants will need to discuss with their customers on what the best option is on refunding the payment back to them.

    NOTE: In the event of a chargeback, merchants do not need to refund their customers manually, as all chargebacks are handled by Ezypay. Chargebacks are refunded directly by the bank to the customers.

    Fees

    Fees

    (1) How are fees applied when transacting with Ezypay, and how does this affect the customer debit amount?

    Below we have outlined the fees that apply to your customers and how they are being applied.

    There are 3 types of fees; a Load Fee, a Transaction Fee and a Failed Payment Fee. They can all be configured to be paid by the customer or the merchant.

    FEE

    APPLICATION

    PAYMENT CONFIGURATION

    Load Fee

    This is applied on a new customer load. This will be applied on the first successful debit.

    Merchant Configurable: Can be Customer Paid or Merchant Paid

    Transaction Fee

    This is applied on attempts to process a debit through Ezypay. This is applied to both successful and failed transaction attempts.

    Merchant Configurable: Can be Customer Paid or Merchant Paid

    Failed Payment Fee

    This is applied when a customer’s debit has failed. This is applied to every failed debit attempt.

    Merchant Configurable: Can be Customer Paid or Merchant Paid

    How fees are fees applied?

    FEE TYPE

    CONDITION

    RATES
    *Value of the rates will be as per agreement you have with Ezypay

    Load fee

    Once off set up fee paid on the first successful debit

    Fixed ($) per transaction

    Failed Payment Fee

    All failed payment transactions

    Fixed ($) per transaction

    Transaction Fee

    Bank

    Can be either a:

  • Fixed ($) amount per transaction
  • Percentage (%) per transaction
  • Fixed ($) amount + Percentage (%) per transaction
  • Transaction Fee

    Visa

    Can be either a:

  • Fixed ($) amount per transaction
  • Percentage (%) per transaction
  • Fixed ($) amount + Percentage (%) per transaction
  • Transaction Fee

    MasterCard








    Can be either a:

  • Fixed ($) amount per transaction
  • Percentage (%) per transaction
  • Fixed ($) amount + Percentage (%) per transaction
  • Transaction Fee

    AMEX
    ( Available for AU merchants only)

    Can be either a:

  • Fixed ($) amount per transaction
  • Percentage (%) per transaction
  • Fixed ($) amount + Percentage (%) per transaction
  • If transaction fees are charged at a percentage (%) rate, and not a fixed ($) amount, this means they will be charged as a percentage (%) of the debit value.

    If the rates are charged at a percentage (%) per transaction, and the value of this rate is lesser than the value of the minimum transaction fee as per agreement with Ezypay, then the minimum transaction fee will be charged instead.

    Fee scenarios

    Outlined below are some common scenario on how the fees are applied.

    a. Customer paid fees scenario:

    If the debit value is $100 and the rate for the transaction fee is 2.60%, the transaction fee would be $2.60. Therefore, the total debit value would be $102.60.

    How fees are applied on initial load (New Customer)


    How fees are applied on the next recurring debit


    Every attempt and retry incurs a transaction fee and, if unsuccessful, a failed payment fee.

    b. Merchant paid scenario #1

    The scenario below is configured for the Load Fee and Transaction Fee only to be merchant paid.

    **The failed payment fee will be charged to the customer in this scenario.


    c. Merchant paid scenario #2

    The scenario below is configured for the Load Fee, Transaction Fee, and Failed Payment Fee to be merchant paid.

    (2) Will the fee be payable by the merchant if they write off a past due invoice?

    Any Ezypay fees (transaction fees, load fees and failed payment fees) that were incurred on a past due invoice (failed debit) will be allocated to you (the merchant) if the invoice was written off (payment has been marked as failed, cancelled off, or removed) by the merchant. This means that the funds will be deducted from the merchant’s (your) settlement account

    Settlement

    Settlement

    (1) When will Ezypay settle the payments into my bank account?

    Ezypay collects payments Saturday to Friday and distributes the successful payments to you on the following Wednesday. For example, if a successful payment is processed on a Monday, the payment will be settled into your account Wednesday of the following week (see below).


    All successful payments (less fees) collected within a weekly billing cycle will be settled as a lump sum by close of business each Wednesday. Though we send the settlement on Wednesday, your bank may make the funds available to you the same day or may hold it until the next business day.

    Settlement reports of the weekly billing details will be emailed to the merchants by Ezypay and will be emailed directly to the merchant. The settlement report provides a comprehensive summary of payments that were settled to the merchant from Ezypay. Each report contains consolidated data from all successful payments, including transaction details such as customer details, document details, payout amounts, and fees.

    Settlement reports will be emailed directly to the merchants by Ezypay. 

    Timing:

    Credit Card billing is processed in near real-time throughout the day, so all transactions processed until 11.59 pm (Sydney local time) on Friday will be included in the following Wednesday’s settlement.

    Bank Debits received after this time will be processed the following Monday morning, and therefore will not be included in Wednesday’s settlement.

    Migration

    Migration

    (1) Can I migrate my existing customers to Ezypay?

    Migration occurs when a merchant has requested for a transfer of their customer database from an existing software system into PocketTrainer. 

    Non-Existing Ezypay Merchants (Incoming Migrations) - From Other Payment Processing Providers to Ezypay 

    If a migration is required, the merchant will need to contact PocketTrainer, who will then liaise with Ezypay on what details and steps are required.  

    Migration of customer details in relation to customer records, history, etc. will be handled by PocketTrainer. For the subscription integration model, the customer’s billing schedule will be held by Ezypay. 

    Existing Ezypay Merchants (Outgoing Migrations) - from Ezypay Systems to PocketTrainer 

    If the merchant is currently using Ezypay software, then the migration process will be handled by Ezypay. Ezypay will communicate with the relevant parties on what steps are required to achieve this migration and will provide PocketTrainer with the required details.  

    Please note that customer details can be migrated over from Ezypay to PocketTrainer, however historical data cannot be migrated. Depending on which Ezypay system the merchant is migrating out from, different data extraction details and files will be provided. These will be discussed in more detail with the Migration or Merchant Operations team from Ezypay when the migration needs to take place. 

    Depending on the current work volume of all parties, a suitable timeframe and migration date will be agreed upon. 

    Support

    Support

    (1) Who can I call for help?

    Software related questions from merchants will be handled by PocketTrainer.

    PocketTrainer’s contact details are: 

    Emailadmin@pockettrainer.co.nz 

    All billing and payment-related questions from merchants and their customers will be handled by Ezypay.  

    Ezypay’s contact details are below:

    Email: help@ezypay.com 
    PhoneAU - 1300 300 553 (7am to 7pm AEST, Monday to Friday)
    NZ 0800 399 011 (9am to 9pm NZST, Monday to Friday)

    (2) What if I need to change my details on my merchant account?

    If you need to change your contact or bank account details, or if you want to change configuration such as changing customer paid fees to merchant paid fees, you can fill in the following form and email it back to Ezypay Support.

    AU - https://www.ezypay.com/hubfs/documents/Change_AU_principal_details.pdf

    NZ - https://www.ezypay.com/hubfs/document/NZ_Change_Of_Principal_Details.pdf

    (3) What if I sell my business?

    Please download the following form and email it back to Ezypay Support.

    AU - https://www.ezypay.com/hubfs/documents/AU_Change_Of_Ownership_Form.pdf NZ - https://www.ezypay.com/hubfs/documents/NZ_Change_Of_Ownership_Form.pdf

    Contact

    Level 3, 9 Help St, Chatswood NSW 2067

    help@ezypay.com | 1300 300 553

    www.ezypay.com