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

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.