This is ONLY applicable when using BirdEase Payments to process credit cards.
When payouts are initiated by our payment partner, an email notification is sent to the primary contact entered for the BirdEase Payments account during the application process. Attached to each notification is a CSV report that breaks down the transactions included in the deposit so you can match them up to registrants' payments. While you can also find this information by navigating to the Transactions tab in your Event Manager and downloading the Transactions Report, these notifications help keep you informed in real-time of when our payment partner has sent funds to your bank. To learn more about the Transactions tab, check out this help article.
To find out who is set up to receive deposit notification emails, log into your BirdEase Payments account through your Event Manager or at payments.birdease.com, and navigate to the Settings tab. Click on the Overview tab to see the current main contact for your account. The email listed there is the one that will receive deposit notifications:
At this time, our payment partner only allows one main contact per account. If deposit notification emails need to go to a different contact than the one listed in your account, we can help! Email us at help@birdeasepro.com with your account name and the full name, email address, and phone number of the new recipient, and we'll put the request in with our payment partner to make the update on their end.
The CSV Report Attached to my BirdEase Payments Payout Notification is Blank!
If you receive a payout notification email with a blank CSV report, don't worry! This means that funds were pulled from your bank account by our payment partner to cover a refund, chargeback, and/or dispute. The notification email will show a negative number when a pull is initiated from your bank account. You can check the status of transactions for refunds in your Transactions tab. You can also log into your BirdEase Payments account and navigate the to Payouts tab to see a list of deposits made to your linked bank account. Clicking on the deposit line item will populate more information about the payments included in the deposit, and will indicate is a refund was made.
Refunding a registrant will NOT delete their registration information. If the registrant needs to be deleted, you can do so in the Registrants tab of your Event Manager.
Because payouts are batched daily by our payment partner, many deposits will include multiple transactions, including refunds. We recommend using the Transaction Report to reconcile funds received from your BirdEase Payments account. The sum of the Net Amount tab will give the total amount for credit card payments processed through your account, which you can compare against your bank statements. If you still see a discrepancy in the net amount received, or have not received a payout within 1-3 business days of the transaction (payouts are only completed on business days,) and your account is active with a bank account linked, we'll be happy to assist!
Your bank account is the best place to start when reconciling payments!
Make sure all funds have settled and wait 1-3 business days before checking on a payment made through your site. If you have received an email from us indicated that your processing and/or ability to receive deposits has been restricted or disabled, please follow up with our Payment Support team for assistance.