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In-app payments take care of the entire process of accepting payments, updating accounts, and clearing debt. You can keep track of everything with the overviews of how it's working.
Transactions and Payouts
To see an overview of upcoming and past transactions and payouts, go to Finances → Reports → In-app payment payouts
On this page, you will see a list of all past and pending payouts. Your past payouts will be shown in a list with the total amount being paid out and the processing fee that's been deducted. Your pending payouts are in the On its way section and are divided into Started, Completed, or In payout:
Started
The Started section shows payments have been initiated by a parent, but not yet completed. This typically involves payment methods such as Direct Debit that take multiple days to complete.
Completed
The Completed section shows payments which have been successfully completed and are in your account with our payment provider. They will be scheduled for payouts to your bank account in the near future. If you have experienced disputes or payments with late failures that has caused money to be withdrawn from your account, these will be included here until they have been reconciled.
In payout
The In payout section shows payments have been scheduled for payout to your bank account. Corrections that have been reconciled in a coming payout will also be shown here. You can see a list of all pending, in transit and completed payouts below.
Overview of payments and status
To view all payments (and their status), go to Finances → Payments
The Method filter is useful for getting more of an overview of the same type of payment. To get an overview of the status of payments, you can filter by Transaction status:
Completed - the payment is completed
Disputed - A complaint. A parent has contacted their bank or card provider and disputed the payment. In most cases, this only happens if the parent does not agree with the charge.
Failed - This can happen due to a number of reasons such as insufficient funds, parent entering incorrect postcode details, card expired, the ACH mandate has been cancelled, or the bank account has been closed. The payment has not been processed or saved. The parent will receive an email informing that the payment failed. A failed payment will show on the bill payer's account, but the amount will not count towards the balance.
Pending - The payment has been created but not started yet. It will start when the payment method (ACH) is ready and then change to 'processing'. This takes about 2-3 working days.
Processing - The payment has been started but it takes a few days to complete depending on the payment method.
Refunded - The payment was completed but paid back to the parent. It is not included in their balance.
Pending payments
Payments may be marked as pending for a multitude of reasons. In the new flow:
A parent may add a payment method and pay with that method immediately
Famly will set payment to Pending as we wait for the parent's bank to clear the new payment method (this may take a few business days, especially when setting up ACH!)
Once the payment method has been cleared, the payment status will be updated to Processing
If it is not cleared, the payment will be cancelled and a new payment method will need to be added
Payments may also be set to Pending due to:
Incorrect or incomplete billing address
Misspelled or mismatched names (when compared to information the bill payer's bank account may have on record)
If you notice parents' payments and payment methods are pending for longer than usual, it may be helpful to ask them to double-check that the information they have entered on Famly corresponds with the information their bank has as well.
Vouchers
If a parent partly pays their invoice using vouchers, these vouchers can be included in the in-app payments automatic payment run. There are three options in regards to including vouchers in automatic payments:
Don't include
Include all past and future confirmed payments
Up to and including the month after the billing date
Up to and including the month of the billing date
The system will show (when selecting these options) which vouchers will be included in your next automatic payment run.
Refunds
At the moment, Famly does not offer refunds in-app. Any credit you need to pay back to the bill-payer must happen outside the app. Just remember to add the activity to the parent's account by creating a negative payment.