Commonly Asked Questions

can i customize the text my users see on their bank/credit card statement? the soft descriptor determines what the users see on their credit card or bank statement, and you can customize it! go to settings → project settings → payments → update the soft descriptor → and click save occasionally payment methods override the soft descriptor with our company name while this is rare, it is a possibility download reports on a mac device when exporting csv reports, excel for mac doesn't support utf 8 encoding in excel for mac, but if you import the csv instead of double clicking it, and then choose the windows option as the source, it works special instructions for ms excel users for those with access to google apps upload csv file to your google drive once the file is uploaded go to the file tab and select "download as" choose the excel compatible option for your version, either xls or xlsx choose the download destination and download for those without access to google apps open excel and go to the file tab and click on options go to advanced and click theweb options button it should be under the general tab go to theencodingtab and pickutf 8from the drop down menu clickok, restart excel and open your file how can i lower my processing fees using a service fee? https //help regpack com/how payment processing works in regpack once users pay, their funds go into your merchant account, processing fees are removed, and the balance is deposited into your account you can charge your users service fees to offset the processing fees our recommended setup go to settings → project settings → payments we recommend adding a service fee to credit card transactions only this encourages users to pay with a debit card, check card, or ach, and charges them a service fee if they pay by credit card this will lower your processing fees since debit and ach rates are lower than credit card rates to add the service fee, add an amount in the box beside online service fee and save industry standard is 3%, but you can set this to whatever % you would like the default is "off" enabling fees on debit and check cards and for the recommended setup, you'll want to ensure it remains "off" you can enable fees on check and debit cards as well if desired you can charge a service fee on ach transactions as well, but the amount you put here is limited to your contracted processing rates recommended payment processing setup when set up, this fee is added to your user's cart upon checkout note the service fee adds to the user's total before the processing fees are removed this means if your processing rate is 3 5%, setting the service fee at 3 5% will not cover the entire processing fee is regpack mobile optimized? regpack's iframe and hosted template will automatically redirect to a mobile optimized page when the system detects a mobile device if your website isn't mobile optimized if your website is already mobile optimized, you can turn this setting off in project settings → appearance → turn auto redirects to mobile optimized site for phones off and save mobile optimized we recommend that you test the experience on your website on a mobile device with this setting off and on to determine which is the best option for your business should i refund my registrants? a strong refund and cancellation policy, regardless of reason, will help you have clear cut rules when it comes to approving or denying refunds circumstances can change at any moment, and it's understandable that keeping your customers happy is a top priority, outside of any existing policies you may have; but mass refunds can also put you out of business what is the middle ground between customer service and continued financial issues for your business? one option is to offer credits for future events or programs you offer this doesn't solve an immediate need for revenue, but it can help your short term cash flow by lowering refund requests other options that can help cover your immediate costs include small business loans, grants, and private donations our https //help regpack com/anonymous forms and anonymous system allow you to make sales without requiring a lengthy sign up or account creation process, so you can be up and running quickly although more challenging, other financially promising options can include sell merchandise you already have inventory for or make new inventory to sell run a campaign to raise money for your business to share with loyal customers sell gift cards for future services lease out your physical space, if you have one, for other programs that can operate should you pass on processing fees to your customers? did you know that 60% of ecommerce companies use "free shipping" as a marketing tool? let's review two scenarios a $50 item with no additional costs vs a $45 item with an additional $5 shipping fee cost wise, these two options are the same however, the first example, a $50 item with no additional fees, will lead to more revenue , especially for first time customers there is a ton of research on the psychology of online pricing as a means to increase your revenue the way you present options to your clients matters just as much as any other part of your process how does this help me price my products for my business? the "free shipping" example shares the same ideals as adding a service fee to your payment structure if you are passing on the processing fees you pay to your clients, should you continue? we understand the small margins of operating a business we also want to encourage your growth as an organization convenience fees to customers while it might seem to make sense to add a service fee on top of your product cost (to keep your product cost low), research shows that adjusting the price of your product slightly to offset your cost of processing fees will actually lead to a 21% increase in cash flow a 23% increase in payments an overall increase of 34% in online payments bonus your customers won't feel penalized by paying an additional processing fee (or "shipping" fee as in our shipping example above) the decline of offline payments due to immersion of the internet into our daily lives, online payments now dominate how payments are made banks are removing the option for paper checks while mobile wallet options are expanding it makes sense to change your tactics to account for the convenience of your customers by offering online payments without additional fees this will be a benefit to both you and your customers the cost to offer online payments is now just a part of the cost of doing business, but the way you account for these costs can make a difference best practices allow you to capitalize on strategies that can increase your bottom line what do i do when an attendee cancels or drops out? if you have a user who drops out or cancels your program or event, it’s easy to account for this in your regpack project if the person will not be switching to another program, you can just archive them with a status that matches their status (“cancelled”, “dropped out”), etc they will no longer show up in the list for the product(s) ordered you can remove the product they registered for from their cart, and then leave their status as active or archive them – your choice! the benefit of archiving the user is that they will no longer show up in your user list their information is still there, and you can filter them by status such as “cancelled” for future email or marketing purposes refunds and credits if you need to refund the user, you can follow the steps outlined in https //help regpack com/refunds and cancellation faq if you are offering a credit and the user plans to enroll in another program or event, do not archive them you’ll want to just remove the product they are canceling from their cart, which will create a positive balance for their account (so long as they’ve made a payment) then, you can add their new event or program (“product”) to their cart, and their balance will allocate towards this new product how to remove a product from the cart in user management select your user, click on the cart tab of their profile and click remove when hovering over the product they are canceling delete product from cart any differences in cost can be handled next, including making a new payment or offering a refund for the difference what information is required for the merchant account application? information about your business including your website, business's physical address (p o boxes will be declined), ein number, etc "controller" details your organization's primary financial contact's information business owner information for your organization for all individuals who own 25% or more of the business this information is required by us federal law processing statements and supporting documentation generally it's required to upload photocopy of the business owner or the organization's controller government issued id card, which is required by federal law copies of processing statements, which are required by the payment processor in order to confirm volume, review chargeback rates, and set your risk profile during the underwriting process, the payment processor may request additional information such as the following vendor contract/agreements (eg contract with venue management company, contract with security company, etc ) insurance information (eg general liability coi, event cancellation, etc ) have you planned an event similar to what you intend to use regpack for? if so, how many? outdoor or indoor activities? do you have a plan in case your event is affected by the coronavirus / covid 19? bank information for the account you would like your payments to be deposited into you'll need the account number, routing number, and banking institution contact details a photocopy of a physical check or a letter from your financial institution, which is required by us federal law note unconfirmed banking information can lead to delays in funding and can result in your merchant account being closed the name on the account must match your organization's name personal accounts are not accepted unless you are the legal owner of the organization the information requested in the application is required to confirm that there is a human entity authorized to act on behalf of the business, and prevents unauthorized people from creating an account this is also required by the payment processor to comply with kyc (know your customer) requirements of the patriot act, and aml (anti money laundering) laws like a financial institution if you have any questions about the details or documentation needed for your application, email payments\@regpacks com non profit organizations are not required to enter ownership information you can re enter your company representative's information in this section to complete the form what information does the e signature capture? the e signature widget allows users to make the electronic equivalent of a handwritten signature through a double verification agreement this agreement generates an internal string of the user’s ip address and exact time the agreement was signed the e signature widget is generally added to its own form you can add custom text based on your existing processes, such as your terms & conditions, waivers and consent forms you would otherwise have signed on paper any form containing the e signature automatically locks after the user confirms their agreement the user must agree to the e signature in order to proceed with registration this agreement generates an internal string of the user’s ip address and exact time the agreement was signed information captured by e signature ip address timestamp (when the form was signed) user data (browser and device information) what's on the automated receipt email? regpack automatically sends an invoice email to applicants when a payment is made in the system the invoice email that is sent to the user will provide a full summary of the payment, including name of the user (organizer & attendee) name of your project the soft descriptor you set up the last 4 digits of the payment method the amount the user was charged payment transaction id # the payment method used (credit card or e check) products the user paid for and whether or not they have been paid in full a list of all previous payments on the user's account when will i receive the funds from my sales? you can determine your payout schedule daily, weekly or monthly on your merchant account setup form the payments team can adjust this if necessary ( mailto\ payments\@regpacks com ) daily or daily+3 wepay deposits funds for one day 24hours after the transactions funds processed on one day are deposited on the next business day once your settlement is initiated, us merchants depositing into a chase bank account will have same day access to their funds settlements to other bank accounts should be processed in 1 3 business days, depending on your bank’s ability to process next day deposits bluesnap’s most frequent payout schedule is daily + 3 business days weekly wepay's weekly payout schedule is deposited every monday for funds processed the previous monday sunday bluesnap’s weekly payout schedule is based on calendar days, and deposits are made on tuesday of each week, for the previous tuesday – monday weekly billing cycle monthly wepay funds are deposited on the 1st of the month, for the previous month's transactions bluesnap funds accepted from the 1st through the end of the month are deposited 15 days later payout frequency all of the deposit or debit responsibilities are performed by the merchant provider usually, there is a 24 hour processing time for each funding event for example, if you choose a daily payout frequency you will receive funds from the previous day and up to 3 previous days if payments are occurring on weekends regpack is a pass through point for all payments we do not directly access or control any funding or funding events why am i not receiving regpack security emails? there are many reasons that could be restricting you from seeing these emails we will include the major email providers and how you can ensure our emails end up in the right inbox gmail if you are using gmail as your email provider you can setup a filter to move our emails to your inbox and prevent them from being blocked or sent to the wrong location creating a filter begin by left clicking on the down arrow on the area that says “search mail” at the top of your gmail inbox below the down arrow mentioned above is circled the window that appears after clicking on the down arrow will show an empty window without the “from” address shown in the image below type this email address as shown or copy the following security no reply\@regpacks com you have now finished creating a filter, congratulations! now that this filter has been created, any security tokens received will automatically get sent to your inbox after typing the email shown above in your filter, proceed to clicking “create filter” the next window will show the following options from these options please checkmark the “never send it to spam” and “always mark it as important” options, then click the “create filter” button again outlook to add our emails to your safe sender list in outlook select the gear icon at the upper right of your email window the panel that appears just below this will allow you to type text to do a search within this text box we will want to enter “safe” and you will see “safe senders and domains” listed below please click the words for “safe senders and domains” to open the window that will allow you to enter our email address to make sure our security tokens end up in your inbox left click the “+add” link and enter the same text shown security no reply\@regpacks com press “enter” on your keyboard to show the email as a list below the “+add” to accept the changes after saving this as a safe domain, select save at the top right of this window to confirm the changes you have made congratulations! now you will receive security tokens directly to your inbox icloud mail please refer to the setup rules to filter email in mail on icloud com section on the link below from apple https //support apple com/guide/icloud/set up filtering rules mm6b1a3f8a/1 0/icloud/1 0 after clicking add a rule the following sections will need to be filled out as such “if a message… “is from” security no reply\@regpacks com “then” “move to folder” “inbox” click done and you are finished! congratulations! now the security tokens you receive will automatically be sent to your inbox why aren’t my products visible? to troubleshoot this issue, you’ll want to make sure each function that touches your products is configured correctly check whether visible to users is set to on if this is not set, then your users will not be able to see your products; only admins will to change this, edit your product, and find the visible to users option switch the option from off to on availability dates does your product have availability dates that have not yet passed? if so, users will not be able to see these products just yet if you would like for your users to be able to see them now, you can remove this availability date to ensure visibility product triggers do you have triggers on your products to ensure a condition must be met before the product is visible or added to a user’s cart? if so, check these conditions to ensure that they are correct and able to be met note that if you have multiple conditions that can trigger this product such as multiple grade levels, you’ll want to ensure that any is selected under all/any so that you aren’t requiring your users to meet all of the conditions once you know that your triggers are correct, ensure that your test user is accurately meeting these conditions so that you can see the product on the front end quota without waitlist does your product have a quota that is full? if this is the case and you would still like your product to be available for selection, edit your product details to turn the waitlist to on start date passed and prorating off has your start date passed for your event? if you would like your users to be able to select it still, you can turn prorating to on to allow them to select the remaining days regpack will automatically divide the cost between the days and calculate the remaining amount to prorate it for you product widget on the form is your product widget set to only show specific products? if this is the case and you have added new products after setting your allocation, you may need to check that your newly created product is set to appear in your product widget to do so, head to settings → forms → edit form fields where your product widget appears → click on your product widget you’ll see selected products/services which will allow you to set which products appear why is personal information required for the merchant account setup? social security number why do we need this information? by https //www regpack com/reg/gfiles/g100149582/u103210149/f 54314 286152 103210149 pdf , we are required to verify the controller’s identity using the social security number or social insurance number according to credit card and bank regulations, all entities that are accepting payments are under the "know your client" regulations without this information, your processing account will be delayed and in most cases will not be opened at all the information is required to confirm that there is a human entity authorized to act on behalf of the business this prevents unauthorized people from https //www regpack com/reg/gfiles/g100149582/u103210149/f 54314 2918728 103210149 pdf this is also required by the processor to comply with kyc (know your customer) requirements of the patriot act, along with complying with https //www fdic gov/regulations/laws/rules/8000 1400 html laws like a financial institution your full social security number will only be required if the processor is unable to verify your identity with the last four digits https //www fdic gov/formsdocuments/f6800 03instructions pdf why should i use regpack to collect donations and manage donors? you can create donation campaigns within your existing project or as a separate project, and give users the option to donate on a recurring basis monthly, quarterly, annually or any custom schedule you choose! there are several benefits to utilizing your existing regpack account to collect and manage donations for your organization, including you'll save 28% on processing fees compared to a donation only software donation projects are free with your existing regpack account you can collect donations within existing or future projects using your existing merchant account check out all the benefits below alongside https //help regpack com/how do i collect donations on my website